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IT Services Essentials:
CMDB’s Role in Design & Delivery of IT Services
A Strategic Basis
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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: [email protected]
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: [email protected]
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Today’s Agenda
• About Evergreen• CMDB’s Role in Design & Delivery of IT Services• Evergreen’s Self-Service Catalog & Portal (built
on ServiceNow)• Possible Next Steps / Q&A
• 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”
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About Evergreen Systems
Sample ClientsQuick Facts
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Traditional ITSM – Where’s the Customer?
Incident
Change
Problem
Knowledge
Self Service Catalog & Portal
Start!!
2 Years Later…
Here I am!
How Can This Even Happen?
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Start With the Customer – Change What You Do
Self Service Catalog & Portal
Change
Problem
Knowledge
Incident
The Customer is a “Litmus Test” of Real Value
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Useful Grounding
Service Manager. A generic term for any manager within the service provider. Most commonly refers to a business relationship manager, a process manager or a senior manager with responsibility for IT services overall.
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…
Services Definitions Dictionary
Evergreen SystemsServices Definitions & Recommended Usage
V1.1 / 9-2-15
Why Have CMDBs Not Delivered Value?
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• A solution in search of a problem
• Lack of best practices
• Got lost in the details
• No clear purpose means no consistency
Why Have CMDBs Not Delivered Value?
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• Poor & contradictory data sources• Big bang versus iterative approach• Poor technology & moving target caused
by virtualization / cloud
What Is Different Now?
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• IT’s role as Service Provider / Broker vs. Technology Provider
• Emergence of Services over technical activities
• Emerging role of Service Manager
Dramatic Change in IT’s Role
• Is my application available?• Are there any pending threats? • Are incidents being handled? • What new requests are there?
• Who are my customers?• What do they want / need?• Are my customers happy?• Are they maximizing the benefit of my
service?• How can I improve my service?• What should I be building for them?• Is my service high quality, easy to use,
complete? • What can we eliminate or automate? • What are my “competitors” bringing to
market?• Is my price fair & competitive? How can I
improve it or add more value at the same cost?
• How is my delivery team doing? What do they need to be more successful?
• What are other Service Owners doing that might benefit my service?
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Te c h n i c a l M a n a g e r S e r v i c e M a n a g e r
Why Does This Make CMDB Essential?
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• Supports modular, reusable services• Enables end to end service delivery &
ownership• Bill of IT in a customer valuable way• Supports KPIs the customer cares about• Provides true top to bottom service
visibility
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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
SILOSILO
SILO
SILOSvcSvc
Svc
Svc
Svc
Service Owner
SILO
Service Owner
SILOService Owner
SILO
Service Owner
SILO
Svc
A SERVICE
Service Owner
SILO
Svc
Svc
Svc
Customer
Service Manager
RequestOutcome
Service Providers
Svc
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Enables End to End Service Delivery & Ownership
Customer & Service Manager Alignment
See – Learn – Change Owner & Provider Alignment
Virtuous Circle of Improvement
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Service Manager
SILO
Svc
SvcSvc
Svc
Bill of IT in a Customer Valuable Way
Cost Elements
Hardware Tools & Software
Facilities Labor Third Party
Supports KPIs the Customer Cares About
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Customer
Service Manager
Service Provider
Service ProviderService Provider
Service Provider
Service Provider
Service Provider
Great Customer experienceOn time deliveryAvailable & fast when I need it
Measure Customer satisfactionConsistently set & meet delivery expectationsService availability
Consistently set & meet delivery expectationsService availability
SLAs
OLAs
Continuous Improvement
KPIs
Provides True Top to Bottom Service Visibility
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Con-sumer
SvcSvc
Svc
Svc
Svc
Svc
Con-sumer
Svc
Application
Service CIs consumption mapped
Discovered Infrastructure
Customer
Modular Services and the CMDB
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Service
Possible New Customer
Possible New Provider
Sub Service
Sub Service
Service Request?
Add
Service
Sub ServiceSub
ServiceSub Service
Does this enhance my
Service?
Add
Service
Sub ServiceSub
ServiceSub ServiceSub
Service
Add
Sub ServiceSub
Service
Key Tips for Success
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• Rethink the value of the CMDB• Experiment – top down, a few services 1st
• Think “modular” from the start & leverage your Change Mgmt. process
• Assign Service Managers• Map “sub Services” functionally • Create a Service Manager’s Workspace
for real time Service Management
Service Owner’s Workspace
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Pitfalls to Avoid
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• Do not build Services “rifle shots”• Resist the rush to build a lot of Services
quickly• Think past build, to operate• Manage customer down (KPIs) not just
provider up (OLAs / SLAs)
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Evergreen’s Self-Service Catalog & Portal
Demo
POWERED BY SERVICENOW
Demo our Self Service Catalog & Portal yourself!
One-Day, Private Service
Catalog Workshop $3,950
Possible Next Steps?
http://www.evergreensys.com24
Get a copy of our Services Definitions Dictionary – email:
