CFM PURPOSE

Protect the integrity of service assets and Cis

Place IT assets and Cis under CfM controls

Establish a CMS to ensure integrityEstablish a CMS to ensure integrity

Provide accurate information to support other processes through the Service Lifecycle

C d CONTEXTContent and CONTEXT

Utlization drives value

CFM SCOPE

Full lifecycle management of IT and service assets

Maintenance and status of asset inventory

Components are identified baselined and maintainedComponents are identified, baselined, and maintained

Supports/is supported by Change controls

S i i d li h l i d d d i h i f i f Service view – modeling whole services end-to-end and using that information for impact assessment

CFM – VALUE TO THE BUSINESS

Optimizing service value from our assets and CisBetter change planning and forecastingBetter impact assessments and risk managementBetter resolution of incidents and problemsBetter measurement of service warrantyBetter adherence to legal/regulatory obligationsBetter controls and utilization of services and assetsBetter controls and utilization of services and assetsBetter traceability of requirements for new and changed servicesBetter awareness of service provisioning costs

BASIC CONCEPTS: CONTROL

CfM – Control my baseline (where am I?)

ChM – Control my future state planning (Where am I planning to go?)

RDM Controlling my execution in moving new services and changes into future state RDM – Controlling my execution in moving new services and changes into future state (How do I get from current state to proposed future state?)

These three processes are fundamental to successful service transition and must These three processes are fundamental to successful service transition and must work together to maintain meaningful controls.

LOGICAL MODELING

Customer Servicelevel package

Service portfolio

Contract Bankingcore service

E-bankingt A li ti

Applicationh ti

Technical

Serviced by

Supported by Hosted Usessupportservice

Application hostingservice

infrastructureservice

Availability Userexperience

Businesslogic

Messaging Dataservices

Webservices

Networktopology

AuthenticationNetworkservice

CIS (CONFIGURATION ITEMS)

An asset, service component, or other item under CFM ControlsService Lifecycle Cis (Business Case, SDPs, Release Plans)Service Cis (systems, applications, information, data, infrastructure, facilities, people)Organization Cis (policies, legal/regulatory frameworks)Internal Cis (project mgmt software, SDLC software, etc.)External Cis (external customer requirements external services etc )External Cis (external customer requirements, external services, etc.)

The big idea behind CFM Plans is fundamentally about “How Wide, How Deep” to go in establishing SACM controls

CMS OVERVIEW

CMSs and multiple CMDBs

Secure libraries and secure stores

Definitive Media Library (DML)Definitive Media Library (DML)

Definitive Spares

Configuration Baselines

S hSnapshots

Portal

Change and Release View

Schedules/plans Change Request Status Change

Advisory Board agenda and

Asset ManagementView

Financial Asset AssetStatus Reports AssetStatements and BillsLicense Management

Asset performance

Configuration LifeCycle View

Project configurationsService Strategy,

Design, Transition,Operations configuration

baselines and

Technical Configuration View

Service ApplicationsApplication

EnvironmentTest Environment

Infrastructure

Quality ManagementView

Asset and Configuration Management

Policies, Processes, Procedures, forms,

templates, checklists

Service Desk View User assets

User configuration,Changes, Releases,

Asset and Configuration item and

related incidents, problems,

Presentation Layer

Search, Browse, Store, Retrieve, Update, Publish, Subscribe, Collaborate

Knowledge Processing

LayerQuery and Analysis Reporting Performance Management Forecasting,

Planning, BudgetingModelling

Monitoring Scorecards, Dashboards

Alerting

Business/Customer/Supplier/User – Service – Application – Infrastructure mappingInformation Integration

Layer Service PortfolioService Catalogue

Service Model Integrated CMDB Service Release Service Change

MiningExtract, Transform,

LoadData synchronizationData

reconciliation

Data Integration

Common Process, Data and Information

Schema Mapping

Meta Data Management

Data Integration

Project Documentation

FilestoreData and

Information Sources

and Tools Structured

Definitive Media Library

Definitive Document Library

Definitive Multimedia Library 1

Physical CMDBs

CMDB1

CMDB2

Platform Configuration Tools

Eg. Storage Database

Middleware Network Mainframe

Distributed Desktop

Software Configuration Management

Discovery, asset

Management and audit

tools

Enterprise ApplicationsAccess Management

Human ResourcesSupply ChainManagement

Customer RelationshipManagement

Project Software

Library 1

Definitive Multimedia Library 2 CMDB3

Distributed Desktop Management

DML and CMDB

Information about the CIsPhysical CIsDML

CMDBElectronic CIs

Release Record

CIs

Build new Release

Test new Release

Implement new Release

Distribute new Release to live locations

Planning, management resources, time

Management supportWorking relationships

Resources, facilities, CMS and tools

Training and Guidance

ControlPolicy, Standards,Strategy,

Service Portfolio,Customer Portfolio,Contract Portfolio

Management and Planning

Configuration Management Plan,

Contract

CI Identification,Contract Portfolio,Contract

requirementsRequirements,

Design,Maintenance,

Release,Deployment,

Operations plans

ConfigurationIdentification

Configuration

,naming, labelling,

data and documentation

Baseline and Release Id

Updated RFC, Configuration

ControlRFC/

change to CI

Change and C fi ti

StatusAccounting and

Reporting

p ,updated CI

Status record/ReportConfiguration

information and PerformanceConfiguration

Records and Documentation

Physical CIs, Test results

Reporting Performance

Action itemsConfidence in

service and f

Verification and Audit

FeedbackAudit/discovery

toolsinfrastructure

CONFIGURATION PLANNING

Plenty of perfectly good templates

Need a process first, then serves as a practical plan

Living documentLiving document

Focus on USE, not content

CFM IDENTIFICATION

Configuration Structure and CI Selection

Naming Conventions

Labeling Labeling

CI attributes

CFM Documentation

R l i hi iRelationship mapping

CI Types (service, HW, SW, documentation, staff)

Media libraries

Configuration Baselines

Release Units and Numbering schema

CONFIGURATION CONTROL

Establishing integrated controls with CHM and RDM to ensureLicense controlsChange management processVersion controls of assets, Cis, builds, and releasesAccess controlsBuild specificationsPromotion and migration of dataPromotion and migration of dataConfiguration baselinesDeployment controls (and touchpoints)InstallationDML integrity

CFM STATUS ACCOUNTING

Insert example of asset/CI lifecycles

Define state changes (how does CI move from one status to another) as part of your CFM Plan

REPORTING

Maintaining and archiving records

Managing status of current configurations

Making status information visible and availableMaking status information visible and available

Recording changes in CI status

Ensuring changes to baselines are properly documented and “re-baselined” or reconciled after changes are implementedreconciled after changes are implemented

TYPICAL REPORTS

CI information in a particular baseline

CI lists and baseline configurations

Current revision status and historyCurrent revision status and history

Status reports on deviations

Status of delivered/maintained products

R i i Revision status

Reports on unauthorized usage/changes to HW/SW

Unauthorized CIs detected

Variations between CMS and physical audit activities

VERIFICATION AND AUDIT

Conformity between CMS and actuals

Verify physical existence of Cis

Confirm RDM information and baselines before executing Deployment of a releaseConfirm RDM information and baselines before executing Deployment of a release

Planned vs ad hoc

Use ChM and Incident Mgmt to address any unregistered or unauthorized Cis

A i h d i b f h i lif lAutomation here drives better performance across the service lifecycle

TRIGGERS, INPUTS/OUTPUTS, AND INTERFACES

Supporting processesChange ManagementFinancial ManagementService ContinuityIncident ManagementProblem ManagementAvailability ManagementAvailability Management

In truth is the fundamental basis for all process activities since provides accurate information to underpin all services and service changes

INFORMATION MANAGEMENT

CMS archiving/backup a fundamental part of your CFM Plan

CMS contains information on backups of Cis

How much archiving? Cost/benefit analysisHow much archiving? Cost/benefit analysis…

KPIS AND METRICS

% improvement in maintenance scheduling

Alignment between provided maintenance and business support (availability/windows)

Assets identified as causes of service failures

Improved diagnosis/MTRS for incidents

Impacts of incidents/errors by particular CI type (for availability improvements)

% reuse of unused/underused assets

Alignment of insurance premiums with business needAlignment of insurance premiums with business need

Ratio of used licenses vs paid licenses

Cost/user for licenses

Accuracy in budgets/charging for services

%reduction in business impact based on incorrect CI data

Improved audit compliance

CHALLENGES, CSFS, AND RISKSChallenges

Maintaining check-in/Check-out of DML

Funding

Data over use

Lack of management commitment (why do we need this?)

CSFs

Valid justifications for what data is maintainedj

Top-down approach – “enough” data

How accurate??

Using technology to automate CMS practices

RisksRisks

Focusing on technologies instead of services and outcomes

Movement of hardware assets by unauthorized staff

INITIAL PLANNING

Designate Configuration Manager

Define Mission

Determine project scopeDetermine project scope

Define overall project interfaces to other ST processes

Survey current capabilities and resources

D l i i i l li lDevelop initial tooling plan

DEVELOP PROJECT PLAN

Launch/approve and charter formal project

Define Project Team

Plan Project PhasesFeasibilityInitiationSpecificationProcess designProduct selectionImplementationReviewClosure

Prepare operational mgmt

Conduct Feasability Study (Project Scope and constraints)

REQUIREMENTS

Identify and interview stakeholders

Capture (MOSCOW) and prioritize requirements

Validate and verify requirementsValidate and verify requirements

Establish requirements management strategy

Define purpose, scope, and objectives

D fi li i dDefine policies, procedures

Define roles and responsibilities

Define metrics and reporting

Define Overall Plan

RELATIONSHIPS

Plan relationshipsAmong infrastructure componentsAmong functional teamsAmong processes

Align to business services and outcomes

PLAN DEPENDENT ACTIVITIES

Plan support tools

Plan support processes

Communicate benefits (mgmt)Communicate benefits (mgmt)

Plan staff training (diff for diff roles)

DEFINE ROLES AND RESPONSIBILITIES

CfM Role specifications

Assignments

Role/billet decisionsRole/billet decisions

Project roles

CRC team? Integrated processes, tools, and teams?

ROM f id h f ROM of width of scope

Scope across operations and pipeline

Usable existing tools?

BASELINE CURRENT PRACTICES

CI Owners

People, process, technology

ChMChM

RDM

SVT

A Asset mgmt

Roles/resources

PROCESS IMPLEMENTATION PLANAnalyze existing practices (what do I already have?)

Analyze ST capabilities (who do I have?)

Define existing data and plan to move it into new CMS

Refine and re-validate requirements

Create vendor selection criteria

Evaluate and select tooling

Acquire and install toolingq g

Design process interfaces in detail

Plan structure and attributes of Cis

Align Business Processes

Establish DMLEstablish DML

Train on roles/responsibilities

Manage Organizational Change needs

PLANNING PHASED IMPLEMENTATION

Coordination with other process/tool implementation activities

Planning CMS population and federation

Planning to take CfM control of CisPlanning to take CfM control of Cis

Freeze

Managing Cis during the Freeze

Pl i i hPlanning switchover

PHASING CFM IN

Training (user and admin)

Plans, Procedures, and Work Instructions

Define and mature the CfM planDefine and mature the CfM plan

Launch update roles

Plan CI registration processes

Pl ELSPlan ELS

Mature monitoring and metrics