Transcript Asset Management Contracts

ITSM Asset Management
Technology Process Link Workshop
The information in this document shall not be disclosed outside BMC Software and shall not be duplicated,
used or disclosed in whole or in part for any purpose other than to evaluate the information as provided.
BMC Software and the BMC Software logo are registered trademarks or trademarks of BMC Software, Inc.
Copyright © 2007, BMC Software, Inc
Workshop Guidelines
 Your participation is key to success
» Be open, honest, direct and concise
» Be prepared to take ownership of items requiring further action
 If it isn’t written down it is not clear
 Build consensus
 Silence is concurrence
 Avoid fixating on "how we do it today" and instead focus on the
business drivers for our process steps
 No idea is a bad idea
 Issues and outstanding items will be recorded in a ‘Parking Lot’
 Notes will be taken during the workshop
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Workshop Objectives
Purpose: to identify gaps between ITSM Asset Management out-ofthe-box and the [Company Name] processes and procedures.
 Define Configuration/Asset Management Roles and Responsibilities
 Define Asset Lifecycle
 Establish CI Ownership Policies
 Review the Configuration Item and Configuration Component lifecycles
 Review Configuration/Asset Management activities and procedures
 Establish guidelines for updating the CMDB
 Review Base Data used by the Asset Management module
 Determine scope, depth and breadth of CMDB
 Identify source(s) of initial CMDB data
 Identify Reporting Requirements
 Identify Integration Requirements
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Configuration/Asset
Management Roles
Configuration/Asset Management Process Owner
 Overall authority and responsibility for the process metrics,
policies and procedures
 ITSM tasks include:
» Reviewing reports
Configuration Manager(s)
 Responsible for the overall quality and integrity of the
Configuration/Asset Management processes and the CMDB
 ITSM tasks include:
» Determining scope, depth and breadth of CMDB
» Planning and scheduling CMDB Audits
» Reviewing reports
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Configuration/Asset
Management Roles
Configuration Administrator
 Responsible for updating the CMDB in response to other processes
 ITSM tasks include:
» Creating and updating CI records
» Updating Incident, Change and Request records
Configuration Auditor
 Responsible for conducting periodic audits of the CMDB
 ITSM tasks include:
» Comparing CI records to physical CIs
» Producing exception reports
» Creating Incident or Change records to address exceptions
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ITSP Permissions and
Functional Roles
Asset Administrator
 Full access to all CI and Component records
Asset User
 Full access to CI records to which the user is associated
by a Contact Association permitting access, and to
attached Component records
 View-only access to all other CI and Component records
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ITSP Permissions and
Functional Roles
Asset Viewer
 View-only access to all CI and Component records
Availability Manager
 May receive notifications relating to Unavailability
Threshold Breach Alerts
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Asset Management Permission
Model
Roles
AM
Functions
Asset Admin
Asset User
Asset Viewer
Purchasing
User
Receiving
User
Manage CIs
•Read Access
•Write Access to
CIs user supports
(Includes ability to
Create
- Contracts
- Configurations
- Costs
- Schedules
- Outages
- Returns
- Work Info
- Impacted Areas
Read Access
No Access
No Access
Manage
Inventory
No Access
No Access
No Access
No Access
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Permission Model
(continued)
Roles
AM Functions
Asset Admin
Asset User
Asset Viewer Purchasing
User
Receiving
User
Manage
Contracts
•No Access from
AM Console
•Write Access
from CIs user
support.
•Read Access for
all other CIs
•No Access from
AM Console
•Read Access
from CIs
No Access
No Access
Manage
Configurations
•No Access from
AM Console
•Write Access
from CIs user
support.
•Read Access for
all other CIs
•No Access from
AM Console
•Read Access
from CIs
No Access
No Access
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Permission Model
(continued)
Roles
AM
Functions
Asset Admin
Asset User
Asset Viewer
Purchasing
User
Receiving
User
Manage
Costs
•No Access from
AM Console
•Write Access
from CIs user
support.
•Read Access for
all other CIs
•No Access
No Access
No Access
Bulk Updates
No Access
No Access
No Access
No Access
Schedules
•No Access from
AM Console
•Write Access
from CIs user
support.
•Read Access for
all other CIs
•No Access from
AM Console
•Read Access
from CIs
No Access
No Access
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Permission Model
(continued)
Roles
AM
Functions
Asset Admin
Asset User
Asset Viewer
Purchasing
User
Receiving
User
Purchasing
No Access
No Access
•Write Access to
Purchase
Requisitions
(including Line
items) that are
assigned to your
support group.
•Write Access to
Purchase Orders
No Access
Receiving
No Access
No Access
No Access
Access to all
Receiving
functions
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Planning the CMDB in Asset
Management
Scope
 Which CIs will be tracked in the CMDB? (e.g. Servers, Software,
Contracts, etc.)
 Define Product Categorizations that will be used to classify the
Configuration Items
Depth
 The number and level of CI relationships to be maintained. (i.e.
Topology, Dependencies)
 Review CI Association Types
 Review Contact Association Types
Breadth
 The level of detail to be tracked on CIs (i.e. what specific
information will be recorded?)
 Review CI Attributes, Financials, Maintenance Schedules and other
fields
 Review CI Impacted Areas
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Populating the CMDB
Identify existing data source(s)
Identify minimum data requirements
 ITSM requires only the Status and assigns a unique
identifier (Configuration Item ID)
Identify a resource to prepare data loads
Plan initial audit and correction activities
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Updating the CMDB
Identify the process for entering CIs and Components into the
CMDB and for updating CI and Component records
 Requests for updates to existing CI records and creation
of new CI records can originate from other processes
 Existing processes (Incident, Change, Request) can be
used to document and track these requests
Identify the process for updating the Product Catalog to
accommodate new CIs.
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Maintaining the CMDB
Identify the process for comparing the CMDB to physical CIs.
 Scanning software or discovery tools may be used to
inventory the actual physical CIs
Identify the process for correcting errors in the CMDB
 Discrepancies may be identified periodically (i.e. by the
Service Desk)
 Incidents can be raised to address these discrepancies
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Notifications
Notifications are sent to individuals or groups based on events, such as:
 Work Log Assignment
 Contract Expiry
 CI Unavailability Assignment and Escalations
Individual or system-wide preferences can be set for the default
notifications, such as:
 Enable or disable group or individual notifications
 Notification Method (Alert, Email, Pager)
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ITSM 7 CI Categorization
In order to minimize modifications to the Atrium CMDB, the ITSM 7
Foundation base data structures were mapped to existing ITSM 6 data
structure fields already in the CMDB.
ITSM 6 Fields in the CMDB
Category
Type
Item
Model
Version
Manufacturer
ITSM 7 fields in the CMDB with same field IDs
Product Categorization Tier 1
Product Categorization Tier 2
Product Categorization Tier 3
Product Name
Model/Version
Manufacturer
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ITSM 7 CI Categorization
 Previous ITSM Product Categorization
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Configuration Item and
Component Lifecycles
CIs and Components use the same Status Values.
CI/Component States (Status Values) represent the
progression of the CI/Component through its lifecycle.
All state transitions are permitted for Configuration Items.
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Configuration Item and
Component Lifecycles
Each Status Value can have associated Status Reasons to
further describe the actual state of the CI/Component.
Status Reasons are not required for any Status value.
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Available Configuration Item
Status States
Ordered
Received
Being Assembled
A Configuration Item can be created in
any state.
Deployed
In Repair
Down
End of Life
Transferred
Delete
In Inventory
On Loan
Disposed
Reserved
Return to Vendor
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ORDERED Status
Ordered
Received
Being Assembled
A Configuration Item can be created in
any state.
Deployed
In Repair
Down
End of Life
Transferred
Delete
In Inventory
On Loan
Disposed
Reserved
Return to Vendor
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RECEIVED Status
Ordered
Received
Being Assembled
RECEIVED: The CI was received in
shipping.
Deployed
In Repair
Down
End of Life
Transferred
Delete
In Inventory
On Loan
Disposed
Reserved
Return to Vendor
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UNDER CONFIGURATION
Status
Ordered
Received
Being Assembled
BEING ASSEMBLED: The CI is being
assembled.
Deployed
In Repair
Down
End of Life
Transferred
Delete
In Inventory
On Loan
Disposed
Reserved
Return to Vendor
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DEPLOYED Status
Ordered
Received
DEPLOYED: The CI was installed.
Being Assembled
Deployed
In Repair
Down
End of Life
Transferred
Delete
In Inventory
On Loan
Disposed
Reserved
Return to Vendor
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IN REPAIR Status
Ordered
Received
Being Assembled
IN REPAIR: The CI is down for
maintenance.
Deployed
In Repair
Down
End of Life
Transferred
Delete
In Inventory
On Loan
Disposed
Reserved
Return to Vendor
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DOWN Status
Ordered
Received
Being Assembled
DOWN: The CI is down, but not yet in
maintenance.
Deployed
In Repair
Down
End of Life
Transferred
Delete
In Inventory
On Loan
Disposed
Reserved
Return to Vendor
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END OF LIFE Status
Ordered
Received
Being Assembled
END OF LIFE: The CI is no longer being
deployed.
Deployed
In Repair
Down
End of Life
Transferred
Delete
In Inventory
On Loan
Disposed
Reserved
Return to Vendor
Attached to CI
Not Attached to CI
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TRANSFERRED Status
Ordered
Received
Being Assembled
TRANSFERRED: The CI was transferred
to another location.
Deployed
In Repair
Down
End of Life
Transferred
Delete
In Inventory
On Loan
Disposed
Reserved
Return to Vendor
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DELETE Status
Ordered
Received
DELETE: The CI is marked for deletion.
Being Assembled
Deployed
In Repair
Down
End of Life
Transferred
Delete
In Inventory
On Loan
Disposed
Reserved
Return to Vendor
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IN INVENTORY Status
Ordered
Received
Being Assembled
IN INVENTORY: The CI is in inventory
but not yet deployed.
Deployed
In Repair
Down
End of Life
Transferred
Delete
In Inventory
On Loan
Disposed
Reserved
Return to Vendor
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ON LOAN Status
Ordered
Received
Being Assembled
ON LOAN: The CI is on loan to another
location.
Deployed
In Repair
Down
End of Life
Transferred
Delete
In Inventory
On Loan
Disposed
Reserved
Return to Vendor
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DISPOSED Status
Ordered
Received
Being Assembled
DISPOSED: The CI is no longer
available and was disposed of.
Deployed
In Repair
Down
End of Life
Transferred
Delete
In Inventory
On Loan
Disposed
Reserved
Return to Vendor
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RESERVED Status
Ordered
Received
Being Assembled
RESERVED: THE CI was reserved and
taken out of inventory.
Deployed
In Repair
Down
End of Life
Transferred
Delete
In Inventory
On Loan
Disposed
Reserved
Return to Vendor
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RETURN TO VENDOR Status
Ordered
Received
Being Assembled
RETURN TO VENDOR: The item must
be returned to the vendor or unwanted.
Deployed
In Repair
Down
End of Life
Transferred
Delete
In Inventory
On Loan
Disposed
Reserved
Return to Vendor
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Availability Measurements
Critical Success Factors (CSFs) measure the effectiveness of
the Availability Management Process, for example:
 Quality of IT Services is maintained
 Impact of unavailability is minimized
 IT and business productivity improves
 User satisfaction is maintained
Key Performance Indicators (KPIs) are individual goals that are
measured to ensure that the CSFs are met, for example:
 Percentage reduction in Mean Time To Repair
 Increase in Mean Time Between Failures and Mean Time
Between System Incidents
 Increased availability (% of time available)
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Integration Requirements
Determine whether the ITSM CI Store must be synchronized
with the Atrium CMDB for use with other applications
Identify any automated tools that will be used for populating
or auditing the CMDB
For any required integrations, define:
 Data to be transferred
 Mechanism of data transfer
 Direction of data transfer
 Frequency of data transfer
 Exception handling
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Procedure Review
Procedures to update CMDB
 Product Catalog Entries
 Creating new CI records
 Updating Existing Cis
Components and Inventory
Contract Associations
 Procedure to create new Contract records
Tracking Financial Information
Service Maintenance Objectives and Unavailability
Archiving and Deleting obsolete CI records
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Requirements Checklist
Identify user(s) who require Asset application permissions and
Functional Roles
Identify the process to request modifications to the CMDB
Identify Data Requirements
 Product Catagorizatoin for CIs and Components
 CI Attributes
 CI Class and CI Type menus
 Approval Rejection Reasons
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Contracts
The Contracts functionality was re-written to create a contracts subsystem, so that other applications can reuse or extend it’s
functionality
Five Types of contracts with AM





Warranty
Support
Maintenance
Lease
Software License
Fields added for:
 Customer structure: Company -> Organization -> Department
 Contract Support Group: Support Company->Support
Organization->Group >Individual
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Support Contracts
A support contract keeps track of contracts you might
purchase for support of a product.
 You can have a support contract that gives you access to
customer support for any problems or questions you have about
the scanner.
You can create a master support contract that shows the
general terms and parameters, with subcontracts for specific
items.
 You can have a software contract with a company, and you can
have subcontracts for support of each software product you
purchase.
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Warranty Contracts
Use a warranty contract to track a guarantee of a piece of
equipment against mechanical imperfections and defects.
 For example, if you buy a scanner, a warranty contract replaces
any defective parts for the scanner, for a defined period.
 When you purchase a piece of equipment, it might come with a
warranty contract, or you might purchase an additional or
extended warranty.
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Lease Contracts
Use a lease contract to track details associated with leasing
equipment.
 For example, if you lease several servers from one company, you
might have a master lease contract that shows the general terms
and conditions, and subcontracts for each server.
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Maintenance Contracts
Use a maintenance contract to provide routine maintenance by
a vendor.
 For example, when you purchase a network printer, it might come
with a maintenance contract.
 Or, you might decide to purchase an additional or extended
maintenance contract for a piece of equipment.
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Software License
Management
Software License Management keeps track of what software a
company has and whether it has the legal right to use it
 Organizations that are not compliant face possible legal charges
and maintenance charges.
 Example: companies acquire other companies, and the software
licenses from those companies are not accounted for.
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Setting Up Software
License Management
Software license compliance can automatically track usage
with a combination of PDEs and Software Contracts
 When a CI is created that matches the exact six-tier product and
class categorization of the product dictionary entry that is related
to the contract, the contract will be automatically related to the
CI.
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Active SW License Mgmt
(“ASWLM”)
Software is
discovered
and monitored for
usage
Request for
change initiated
by Asset for
underused
software
Discovered
instances are
recorded against
license count in
Asset Mgmt
Software removed
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Software License Management
Process Workflow
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Product Dictionary &
Definitive Software Library
(DSL)
The DSL is a central repository of approved product dictionary entries
(PDEs) used for application recognition
 PDEs are the definitive or master names and descriptions of
software applications
 Any BMC application can use the DSL to identify a single name
for a software application and its versions, which in turn
supports software license compliance.
 Includes over 10,000 applications (Windows only in this version)
 Used by Marimba, ITSM & can be used for 3rd party tools
» Marimba & ITDS – SW normalization
» ITSM – pre-populate product categorizations OOTB
 By default, each PDE in the DSL has an accompanying model and
version form that contains the option “Requires Contract.”
» This option is used by the software license management engine to
determine if the existing PDE must have a related software license contract.
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Asset Management & the
Product Dictionary
The Product Catalog is the “master” view
 The Product Dictionary and DSL provide additional details
 The Product Dictionary is a component of the DSL
The Product Dictionary is used to pre-populate product
categorizations with “best practices” data for software titles
 Normalizes the ITSM data with the Product Dictionary info used
by IT Discovery Suite
 Next releases will follow this model for hardware information to
create an “ITIL-inspired” Definitive Hardware Store
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Product Dictionary (PD)
Elements
A PD entry (or application) is made up of one or more files
Application “suites” are made up of one or more PD entries
PD Information includes:
 Product version
 DSL location
 Suite info
 Files
 SW manufacturer
 PD version
 Attachments
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DSL Elements
Definitive Software Library (DSL)
 Repository of authorized and approved SW, versions, releases, etc.
» “Golden image(s)”
 Linked with Marimba Deployment Manager
» Location information & “channel” recognition
DSL data includes:
 ID, instance ID, name & description
 Type (Marimba package, source control, etc.)
 State (active, inactive, etc.)
 History
 Location
 Size
 Support contact info
 Dates (create date, modify date, etc.)
 Attachments
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DSL Data
Can be imported during installation of any of the ITSM
applications
Can be imported after installation
Updates can also be imported as they are made
available.
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Financial Management
Overview
Total Cost of Ownership - Concepts
Cost types
 Purchase, maintenance, tax, other
 Depreciation
Charge-backs
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Financials - General
Total cost of ownership
 Per Gartner Group, the purchase cost of an IT asset represents
approximately 30% of the total cost of owning an asset
 TCO is a concept introduced to track these additional costs
Multi-currency support
 Ability to input costs in multiple currencies
 Configure the “functional” currencies available for conversion (for
reporting, etc.)
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Sources for Cost Entries
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Costs - General
Cost Types
 Input available throughout the app
» PR, main asset forms, contracts, change requests (incident &
problem costs coming in Skyline/Wailea)
 Cost types
» Examples are purchase price, sales tax, maintenance,
repairs, lease, training, depreciation, etc.
» Customer may define additional cost types
Depreciation
 Accounting method to allocate an asset’s cost basis over its useful
life
 Configuration option (asset type, location, site, etc.) to
automatically associate a depreciation methodology and useful
live to assets in the same class
 Depreciation methodologies supported
» Straight-line, Declining balance (150 & 200%), sum-of-theyears digits
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Cost Management
Framework & Charge-backs
Cost Management Framework
 We do TCO, however, those silly accountants want to attribute
costs to time periods as well as assets over their life
 Wanted to create an underlying structure that would support
“accounting-type” processes & reporting geared to the CIO & LOB
Cost Manager Role in your customers’ organizations? What
department? (IT, Finance, Biz Relationship Mgr.)
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Charge-backs – Cost Center
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Charge-backs - Configure
Time Periods
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Charge-backs – Print
Reports
Five Charge-back reports (Crystal Reports)
 Charge-back Invoice
» Provides a detailed list of charges for the cost centers or business units.
 Charge-back Summary
» Provides the total costs of the charges made to cost centers. It shows three
types of total costs - Total Direct Cost, Allocation To and Allocation From.
 Cost Incurred by Source
» This report is similar to Charge-back Summary Report except the charge-back
percentage is not added to charge.
 Unallocated Reports
» Provides of the list of charge-back entries that falls under the default cost center.
 Adjustment Reports
» Shows the adjustments made.
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BMC Foundation Discovery
Autodiscovery of network connected devices - detailed
hardware attributes & software inventory
Powerful query capability for any device & new tabular views
Exportable table views to a file in a variety of formats (PDF,
Excel, RTF, HTML, and CSV)
Integrates with the BMC® Atrium™ CMDB
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What is BMC Foundation
Discovery?
Foundation Discovery
 First Cut – “What do I have?”
 “How can I monitor what is deployed?”
Agent-less device discovery/inventory
 Detailed hardware attribute discovery
 Software inventory based on registry information
 Network device discovery
An agentless discovery solution that is easy to
install/easy to use, FD polls the network
using IP address ranges and a “ping
sweep”/scan of used ports, returning
detailed hardware and software information
found in the Registry, NETBIOS, Secure
Shell, and WMI stores of connected devices.
It also returns data, via SNMP, on the
switches, routers, and hubs existing in the
network.
Enable IT managers and network
administrators to quickly determine hardware
FD discovers devices across all platforms,
and software inventory positions
Reduce TCO of network elements
 Reduce end-user support costs by providing help desk
personnel with details that enable them to remotely
troubleshoot and correct problems
 Provide asset managers with auto-discovery of
everything connected to the network
returning data to the BMC Configuration
Management Database (CMDB) so other
Service Management processes can be
supported as well, i.e., Asset Management &
Change Management, as well as broader
service management initiatives such as
Change and Configuration Management and
Business Service Management.
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Asset and Port Inventory
Inventory discovery type
Discovery method
Required credential
OS fingerprinting
TCP Port Scan (nmap)
None
SSH /Telnet (for UNIX systems only)
UNIX root account*
WMI ( for Windows systems only)
Windows administrator login*
SSH /Telnet (for UNIX systems only)
UNIX root account*
WMI ( for Windows systems only)
Windows administrator login*
SSH /Telnet (for UNIX systems only)
UNIX root account*
WMI ( for Windows systems only)
Windows administrator login*
Asset Inventory
Hardware
Installed Products
Patches
*or system accounts
(a limited list of
parameters are
retrieved)
Related queries






Application inventory
Cluster inventory
Database inventory
Device inventory
Server inventory
System inventory
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Network inventory
discovery
Use network discovery to discover network devices and how they are connected
within a network
Discovery types
 Network Printer
» Discovers printers and their logical and physical connection
 Network Computer
» Discovers computer systems, such as workstations and servers, and their logical and physical
network connections, incl. Network adapters, IP addresses, IP subnets, and LAN and WAN
interfaces
 Network Infrastructure
» Discovers network infrastructure devices such as routers and switches and their physical and
logical cnetwork connection, incl. MAC addresses, IP address, IP subnets, and LAN and WAN
interfaces
Related queries
 Device inventory
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BMC Configuration
Discovery
Agentless and agent-based integration
Autodiscovery of detailed configurations of hardware and
software attributes across servers, workstations, laptops, and
handhelds
Integrates with the BMC® Atrium™ CMDB
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Configuration Management
Reports
Available Configuration Item reports include:
 Configuration Items by Status
 All Configuration Items
 CI Component List
Available CI Availability reports include:
 Open CI Unavailability by Scheduled or Actual Dates
 Completed CI Unavailability by Scheduled Dates or Actual Dates
KPI targets and measurements for Availability include
 Availability Percentage, Duration and Summary
 Availability Statistics
 SMO Percentage
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