SESSION 707 Friday, November 4, 9:00 AM - 10:00 AM

Track: The Specialist

A Tale of Two SACMs

Philip Hellerman Manager Service Asset and Configuration Management and Discovery,Sabre pjhmc2348@hotmail.com

Session Description

This session will show you how a leading travel and hospitality technology enterprise that was data-rich but information-poor took control of its SACM data from its managed service provider. Learn how, despite some challenges, the enterprise successfully integrated 23,000 hardware components into a robust in-house SACM environment and successfully integrated with incident, problem, and change management. (Experience Level: Intermediate)

Speaker Background Philip Hellerman is an accomplished leader, strategist, tactician, and innovator. Skilled in achieving operational efficiencies in ITSM, he’s certified in ITIL, ServiceNow, and ISO20000. Philip has delivered detailed process designs supporting ITSM tool solutions for Fortune Global 50/100/500 corporations, and he’s published white papers and blogs on ITSM topics.

A Tale of Two SACMs

Philip J. Hellerman

Contents

• Introduction

• Business Drivers Towards a Robust SACM

• SACM at Sabre

• Key SACM Opportunities at Sabre

• Policies, Processes and Tools - Mitigating the SACM Innovations

• Takeaways

Introduction

• About the Presenter• Manager - Service Asset, Configuration and Discovery (SACM-D)• Team of Process Analysts and Technical Developers

• About Sabre• US based public company with global footprint

• About 10K Employees in 66 countries

• Services and systems support • $7 trillion global travel industry• 67K connected travel agencies in 144 countries

• Processes• Support over $120B of estimated travel spend• >2.6 trillion messages processed in 2015

Business Drivers Towards a Robust SACM

• Relationships• Upstream/Downstream

• Critical for Change and Incident Management

• Ownership, Location and Refresh• Software Licensing

• Increasing compliance audits• Frequency• Fiscal penalties

• Managing entitlements• Identifying legitimate access

• Virtualization, Cloud, and IT 3.0 (XAAS)

SACM at

• ITSM Adoption - Big Bang on July 30, 2015• Change Management • Incident Management • Problem Management• Request Fulfillment• Service Catalog• Service Asset and Configuration Management• Discovery

•Agile Adoption

SACM by the Numbers at

• IT Services - 2185• IT Business Services - 409• IT Technical Services - 1776

• Configuration Items – 56,917• End User Computing (EUC)

• Laptops• Conference Room Equipment

• Servers• Physical• Virtual• Cloud

• Network Equipment• ITAM

Key SACM Opportunities at

• Service owners had no access to comprehensive enterprise wide data about the Services they supported.

• Server data was collected from more than 30 sources across the enterprise.

• No central, authoritative source of record for the enterprise.

• ITAM Registry managed by the MSP caused teams to struggle to obtain reliable ITAM data.

• Annual software compliance true-ups were time consuming, costly and manual.

Mitigation – Enterprise-Wide Data Availability

Service owners had no access to comprehensive enterprise wide data about the Services they supported.

Configuration Item owners are responsible for creating, currency and/or modifying defined CIs and attributes.

Policy

Service Request (SR) creating the services required a variety of approvals.

Process

Empowered Service Owners to maintain their Services in the tool.

Toolset

Service Owner Empowerment –Service Details

• Service Details

• Maintained by Service Owners • Owned by

• Service Description

• Impact Details

• CI Contacts

• Relationships

Service Owner Empowerment – CI Contacts

• CI Contacts• Owner

• Approver groups

• Environments

• Related Configuration Items

• Related • Incidents

• Problems

• Changes

Service Owner Empowerment - Approval Process

• Service Request Catalog

• Established Approval Process

• ITSM Group

• SACM Group

Service Taxonomy

Business Service

Technical Service 1

Technical Service 2

Technical Service 3

Contains Contains

Contains

SACM Taxonomy

Technical Service 3

Business Service

Technical Service 1 Technical Service 2

Contains Contains

Contains

NetworkNetworkNetwork Network Network

Connects to Connects toServerServer Server

Used by Used by

Mitigation – Enterprise-Wide Data Availability

Server data was collected from more than 30 sources across the enterprise. Not stored in any central repository.

Discovery feeds will populate the CMS and will represent a single source of truth for the Sabre environment.Policy

Daily and on demand integration schedules.Process

Data Source Integration into the ITSM tool.Toolset

Data Integration and Federation

On Demand

EUCSoftware Models

Services SAM

Contacts Groups

Scheduled

CMDB+ DDMi

SCCM ESL

Active Directory

One Time Load

Asset Manager Special Indicators

User List Asset Center

ITSM Toolset

ServiceNow Discovery

Mitigation – Enterprise-Wide Data Availability

A single authoritative SACM process for MSP and Sabre Managed Environments will be maintained.

Policy

Integration with IT Asset, Incident, Problem and Change Management.

Process

ITSM toolset became the “authoritative truth”.Toolset

No central, authoritative source of record for the enterprise.

Authoritative Truth – CI Summary

• Related Incidents

• Related Configuration Items

• Related Assets

• Change Records

• People and Places• CI Contacts

• Knowledge Articles

• Service Request Catalog

Authoritative Truth – Server CI Attributes

• Name

• Model

• Serial Number

• Operating System• Version

• Service Pack

• Location

• Company

• FQDN

• Hardware Status

• Install Status

• Asset (Link)

• Virtual Flag

• Asset Tag

• Critical System Indicator

Authoritative Truth – CI Relationships

Upstream

Downstream

Authoritative Truth – Related CI Data

• Host name

• MAC Address

• IP Address

• Default Gateway

• OS Domain

• DNS Domain

• Processor

• CPU• Manufacturer

• Name

• Type

• Speed

• Count (logl/phycl)

• Core total

• Core per socket

• Threads per core

• Owned by

• Company

• Department

• Cost Center

• Enclosure

• Enclosure bay

• Rack Elevation

• OS• Service Pack

• Version

• Model #

• Class

• RAM (MB)

• Disk Space• Free

• Used

• Source

• Status

• Most Recent Discovery

• Requires Verification

Authoritative Truth – Related Asset Attributes

• Asset Tag

• Name

• Model

• Model Category

• Acquisition Method

• Created Date

• Installed Date

• Source Company

• Configuration Item

• Serial Number

• State

• Sub-state

• Assigned to

• Location

Authoritative Truth – Change Record to CI

• CIs Source for Change Record information

• Business Service

• Technical Service

• Affected Configuration Items• Servers

• Load Balancers

• Aligned with Approver Groups

Authoritative Truth –Incident Record to CI

• Configuration Item

• Correlation ID

• Name

Authoritative Truth – Request Fulfillment

• Automated Process

• Service Maintenance• Business Service• Technical Service• Ownership

• Group Maintenance• Approver• Assignment

• Request for Enhancements (RFE)

• Report an Issue• Creates and Incident

Mitigation – ITAM Data Availability

An asset record will be created for an incoming Configuration Item and synchronized with the asset record.

Policy

Asset record processes are aligned and executed in conjunction with the Configuration Item.

Process

Tool synchronizes attributes of the Asset Record with the Configuration Item.

Toolset

ITAM Registry managed by the MSP caused teams to struggle to obtain reliable ITAM data.

ITAM – ITAM Registry Asset Attributes

• Asset Tag• Name• Model• Model Category• Computer Type• Asset Type• Acquisition Method• Created Date• Installed Date• Source Company

• Configuration Item

• Serial Number

• State

• Sub-state

• Assigned to

• Location

ITAM – Related Asset Attributes

• Invoice #

• Cost

• Vendor

• PO Number

• GL Account

• Cost Center

• Acquisition Method

• Lease contract

• Warranty Expiration

• Depreciation

• Effective Date

• Salvage Value

• Residual date

• Residual Value

• Depreciated Amount

• Reason

• Beneficiary

• Resale price

• Scheduled Retirement

• Retired Date

• State

• Assigned to

• Managed by

• Owned by

• Parent

• Class

• Location

• Department

• Installed

Mitigation – Software Asset Management (SAM)

Annual software compliance true-ups were time consuming, costly and manual.

All desktop software must be requested via the centralized processes or tools.

Policy

Software ordering process integrated into the Service Catalog.

Process

Toolset used to compare the SCCM discovered software with the entitlements.

Toolset

SAM – Software Ordering Process

SAM – Software Licenses

• Name

• Model

• State

• License metric

• Rights

• Asset Tag

• Allocation Condition

• Assigned Condition

SAM – Software Licenses

• Asset Tag

• License Key

• Serial Number

• Owned by

• Managed by

• Warranty Expiration date

• Model Category

• Assigned to

• Install date

• Department

• Location

• Purchased date

• Retired date

• Acquisition method

• PO number

• Vendor

• Cost

• Cost center

• Assigned to

• Active

• Department

• Team

Takeaways – Steady State

• Establish specific terminology for the new steady state• Confusion between Assets and Configuration Items

• Needed to clearly differentiate since a group was responsible for ITAM

• IT Operations was responsible for Configuration Items

• Data in the Configuration Management System (CMS) is Valuable to the enterprise• Vulnerability assessments

• Archer Pull

• Engage other areas with vested interests e.g. Procurement, security, etc.

Takeaways - Integrations

• Integrating multiple external data sources is complex• Primary keys must be established so all data is coalesced accurately

• SACM process support team must be knowledgeable with Change, Incident, and Problem Management• SACM is the glue that holds these processes together

• Convergence of data in a single source of truth requires a technical approach with intimate knowledge of the ITSM tool.• It is just adjusting processes and workflows.

• Relationships are key• Define them and you have an upstream and downstream view

• Critical for avoiding collisions with Change Records• Quicker MTTR.

Takeaways – Empower your Service Owners

• Adopt a Service Owner/Service Manager management model

• Empower the individuals• Maintain their services

• Descriptions

• Impact

• Relationships

• Participate in frequent sessions with the Service Owners

Thank you for attending this session.

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