©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

Session ID: BTOT-WE-1000/2 Twitter hashtag #HPSWU

©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

Speaker Name: Daniel GaleckiDate: Wednesday, December 1, 2010Session ID: BTOT-WE-1000/2

SACMEffective asset management with HP's Service Asset and Configuration Management (SACM)

3 HP Confidential

Agenda

– What is Service Asset and Configuration Management (SACM)

– Benefits of SACM

– HP SACM Solution overview

What is SACM?

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Service Asset & Configuration Management

ITIL’s DefinitionSACM is a process that manages

the service assets in order to support the other Service Management processes.

SACM’s objective is to define and control the components of services and infrastructure and maintain accurate configuration information on the historical, planned and current state of the services and infrastructure.

Service Transition book, ITIL v3

HP’s SolutionHP’s SACM solution ensures that IT assets (h/w & s/w) that support business services are effectively managed. The solution provides Service Mgmt users with dynamic access to the organization’s IT asset data using HP’s CMDB federation.

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Service Asset

– One or more asset used in the delivery of a specific service to the business (Payroll, CRM, ERP, etc).

– Service assets include both hardware and software used to deliver service to the business.

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IT Challenges associated with SACM– IT is forced to do Even more with Even less

• Maintain or reduce capital investments without impacting services

• Support increased demand without increased capital investments

• Maintain SLA commitments to the business while facing increased demand

– Service Assets have multiple dimensions are managed in multiple applications and in multiple data stores• Persona and location may determine how assets/CIs are managed

• Each IT discipline needs awareness of other IT disciplines/operations

– Service Assets are critical to the business• IT has difficulty tracking the cost of delivering services to the lines of business

• Cannot rationalize utilization of capital IT investments

• No common understanding of services to infrastructure across IT

Problem: get a clear, fiscal view of the ‘resources‘ used to provide service to the Lines of Business…

Managing the fiscal value of IT Services

Where do Customer Service Representatives (CSRs) find details regarding contract, finance and ownership details for a Business Service?

How do datacenter staff locate lease and maintenance information for mission critical CIs?

How do service managers know if there is adequate license capacity to add 200 new Microsoft Office users next month?

Does the CFO know the Cost of Ownership to host the Account Payable service each month?

CIO > < IT Ops

IT Assets:inventory

reconciliation, TCO, contract

management

Config Items:Service DeskData

CenterChange

Mgt

?

IT Asset Management

Service Asset and Configuration Management (SACM)

Bridging the ITAM-ITIL Divide

IT Financial Managemen

t

IT Service Managemen

t

Asset discovery

Lifecycle asset tracking

Dashboard and reporting

Procurement

Contract management

Software asset management

Financial management

SACM

Benefits of SACM?How does SACM benefit IT?

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Benefits of SACM

– Coordination of information between ITSM and ITAM groups

– Ability to cross-reference assets in multiple tools

– Financial analysis of related assets

– Integration of operational and financial views of the organization

– Support for IT cost optimization efforts

– Support for delivery of cost effective services to the business

– Assistance in analysis of business service cost changes

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Coordination of information between ITSM and ITAM groups

– ITAM Benefits• Ability to identify business services supported by managed assets

• Ability to define service assets

• Ability to link requisitions to supported business services

– ITSM Benefits• Ability to see financial information about assets and service assets

• Ability to view contractual information about assets and service assets

SACM – Benefits explained

IT Asset Managemen

t

IT Service Managemen

t

SACM

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Ability to cross-reference assets in multiple tools

– Provide financial asset information to IT Service Management

– Provide contract asset information to IT Service Management

– Populate CIs into UCMDB

– Allow access to asset information to other IT tools via UCMDB Federation

Benefits of SACM

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Financial analysis of related assets

– Allow ITAM managers to view how individual assets are used within the organization

– Allow ITAM managers to build service asset views of IT assets

– Allow IT to calculate costs of providing business services

Benefits of SACM

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Integration of operational and financial views of the organization– Support a common operational and financial view to all IT

stakeholders

– Allows ITAM teams to gain visibility into how assets are used in the organization

– Allow ITAM teams to assist operational teams with procurement, maintenance and support contracts and activities

– Providing IT operations with accurate cost information of supplying services to the business

Benefits of SACM

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Support for IT cost optimization efforts

– Creation of Service Assets• CMS provides ITAM with information about business relationships

• CMS relationship data allows ITAM to create Service Assets

• ITSM provides information about operational support for services

– Tracking of costs of Service Assets• ITAM Service Assets allow IT to view cost of delivering business services

Benefits of SACM

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Support for delivery of cost effective services to the business

– Service Asset data allows IT to determine cost of services

– Software license cost savings• Existing licenses can be re-used

• Unused licenses can be harvested

– Hardware acquisition and maintenance costs• Hardware purchases can be streamlined

• Hardware maintenance can be synchronized

Benefits of SACM

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Assistance in analysis of business service cost changes

– Visibility of business service costs over time• Service and Maintenance costs

– Root cause analysis of cost changes over time• Increased asset maintenance over time

• Increased number of unplanned changes over time

Benefits of SACM

HP SACM solutionBridging ITAM and ITSM worlds

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HP Service Management Center

ITAM manages the HW & SW provisioned

to Services

CMS governs the relationship of Assets

to configured Services

ITSM ensures these Services execute without disruption

HP Asset Manager, Service Manager and Universal CMDB software solutions operate cooperatively, to ensure IT assets (hardware & software) supporting business services are effectively managed…

The Intersection of ITAM and ITSM

As a trusted source of CI Types, new hardware & software acquisitions, plus discovered inventory assets are added to the CMS.

Federated queries allow Service Manager to view extended CI information directly from Asset Manager.

When configuration items are retired or removed from operation, Asset Manager continues to manage fiscal and regulatory control of the related asset records.

Business Service Assets

Application & Service CI relationships are mapped from CMDB to Asset Manager, which manages hardware & software asset dependencies, and TCO roll-up operational service costs.

Extended CI Attribution

Trusted Source of CI Types

CI Retirement

Asset <> CI Lifecycle IntersectionState ITAM CMDB ITSM Discovery

(if CI connected)

Planned x

Ordered x

Purchased x

Received x

In Stock x ?

Build x x x x

Test x x x x

Pre-production x x x x

In Production x x x x

Not In Production x

Move to obsolescence x

De-commissioned x

Made obsolete x

Written off x

Disposed / Returnedx

ITAM = IT Asset Management

ITSM = IT Service Management

Managing Federation:

- In stock in Asset Manager means:an asset tag is assigned and the a CI may be replicated for CMS processes to use (new SACM 9.0 capability).

- In use in Asset Manager means:Build, Test, Pre-production or In-production in the CI Lifecycle

- In use means that an asset tag is assigned and CMS processes are likely managing the item.

- A CI is federated with the Asset, and discovery is used to reconcile changes with its shared state.

Asset Management Repository

Federated CMDB

Service Desk Repository

Inventory & other Trusted Sources

PPTs & relationships between CIs & PPTs

Synchronization for use by CIs (based on Asset Tag)

CIs with federated relationships

“Actual State” view with ITAM data

*CIs “in use” Replication based on MAC address or IP address

Incident, Problem and ChangeITSM “Managed State” view is compared with “Actual State”

Business ServicesReplication based on

Service CI Name

ITAM <> CMS Reconciliation

*By default, Assets are replicated when assigned “In use”; however, SACM 9.0 allows the flexibility to replicate Assets with any assignment status.

^UCMDB “hard-typing” is used by default to replicate computer CIs. SACM 9.0 also supports “soft-typing”, which allows CIs to be replicated without a dependent MAC or IP Address.

Physical Audits

Contracts, Purchasing, Suppliers

HP Asset Manager is the trusted source for all fiscally relevant configuration items:Servers, Network & Storage, IT Equipment, Desktops/Laptops, SW Licenses, Business Services…

DDM Inventory

Integration & Federation in action…Service Manager

UCMDB FederationAsset Manager

SM W

eb S

ervi

ces

Actua

l Sta

te C

I Vie

w

SupplyChain

UCMDB Replication

Trusted source

UCMDB Federation

Extended CI view

UCMDB R

eplic

atio

n

Man

age

Stat

e CI

Asset Reconciliation

SACM – Key Data Flow within BTO

Utilizing various integration technologies

Target Target

ServiceManager

PPTs & PPT/CI relationships

PPTs & Changes/Tasks

Core CI attributes replicatedFederated query for extended CI attributes

Extended CI attributes

Target

UniversalCMDB

Target

Asset Manager

Target

Business Service relationships

Core CI attributes replicated

CI attributes returned from WS call

WS call for actual state

UCMDB Data Replication

UCMDB Data FederationConnect-It Data Replication\SynchronizationWeb Services

DDMServices &

RelationshipsDDM

InventoryHardware

& Software

Business RuleReconciliation

Asset Manager

Universal CMDB

Service ManagerPPT & Links Info PPT & Links Info

SM “Managed State” is a replication of the CI “Actual State”. controlled by ITSM requests current CI data from the UCMDB relating to a specific CI.

Actual State Federated Query

The CI “Actual State” tab within SM displays the CI from UCMDB or using federation to query AM for an extended view.

SACM for CI Query of Asset Details

Portfolio ItemReplication

Managed StateCI Replication

Business Rule Reconciliation

AssetManager

Universal CMDB

ServiceManager

DDMA

HW & SW Inventory

Asset CIReplication

Service CI Replication

Planned/Scheduled

Changes

PPT & Links Info

Service CI & Relationship Discovery

Work Orders

PPT & Links Info

SACM for Planned or Scheduled Change

External Sources &Organization Data

Business Service s Replication

Actual State

Federated Query

Managed StateCI Replication

Reconciled changes in AM are replicated (new or update) to UCMDB for Change Control management.If the change initiated from SM, An AM Work Order updates SM when the change is replicated.

SM change events are sent to AM, to update the Asset “authorized state” of the corresponding CI.If the change requires a work order request from a 3rd party service provider, AM manages the request through fulfillment and a Connect-It scenario periodically updates the corresponding SM Change Request with the active status of the AM Work Order.

The SM “managed state” is reconciled with the UCMDB “actual state” to finalize the change process.AM inventory changes and 3rd party Work Order updates are included through UCMDB replication.

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SACM 9 components

– Product Supported Releases

– DDM Inventory 7.6x & 7.70+

– Connect-It 9.20+

– Asset Manager 5.1x & 5.20+

– UCMDB/DDMA 9.02+

– Service Manager 9.20+

Based on proven experience

HP’s SACM Services

SACM Processes (ITSM & ITAM) & Directed Design Methodology

Software as a Service (SaaS) & Outsourcing delivery options

HP Software & ITIL Education Services

Business&

IT Advisory

Process Consulting and

Solution Implementation

(ITSM & ITAM)

Fast Track

Packages

SACM – Benefits Summary– Service Asset and Configuration Management (SACM)

Rationalizes the financial discipline of ITAM with the service excellence of ITSM, using CMS to create a dedicated solution.

– With increasing focus on IT optimization and cost efficiency, it is critical to manage Services as Assets.

– Understanding the IT infrastructure (hardware & software assets) supporting your Service Assets is a key differentiator of HP’s SACM Solution.

– Customers having SM and AM can immediately take advantage of SACM through UCMDB federation.

Continue the conversation with your peers at the HP Software Community hp.com/go/swcommunity