Taking the Mystery out of the CMDB
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Diane Petras ~ Sr. Solution Architect
How IT Data Quality Affects and Improves Service Management
Agenda
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• IT Challenges
• Why do I need a CMDB?
• What CMDB Stage are you?
• Barriers to Success
• Taking a New Approach
• Case Studies
• About Blazent
• Q & A
Cloud & Data
Expertise
• Connect the dots between existing infrastructure, asset, and cloud data for an informed
future-smart strategy
• Continuously monitor execution of cloud strategy and it’s financial & operational impacts
• Advise on data quality strategies to handle increased volume velocity and variety of data
Competitive
Differentiation
• Reduce overhead costs
• Relevant, accurate data for advisory
• Rapid transition and transparency
Maximize
Profit
• Identify areas of continual improvement
• Replace manual data entry and validation with automation, saving time & effort
• Maximize value from due diligence through steady state
IT ChallengesBecoming the trusted advisor
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Meeting Organizational Goals
Everything
as a
Service
Retail
Government
Manufacturing
Healthcare
Education
Technology
Federal/State/Local
Insurance
Banking/Financial
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Maximize ProfitReduce costs
Why do I need a CMDB?
Purpose• Identify, control, record, report, audit and verify
components of services and the infrastructure
• Protect the integrity of Configuration Items (CI)
and Service Assets through the Service Lifecycle
• Maintain accurate configuration records
• Establish and maintain an accurate and complete
Configuration Management System (CMS)
Objectives
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The CMDB is key for IT Governance, Risk Management and Service Delivery.
The Configuration Management Database (CMDB) is well recognized as the
cornerstone structure of IT Service Management (ITSM) frameworks.
• Ensures that configuration items required to
deliver services are properly controlled
• Ensures accurate and reliable information
about configuration items are available when
and where needed
What CMDB Stage are you?
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First-time CMDB deployment
Undervalued CMDB deployment
More than 5 data sources
Enterprise Maturity Level 1 or higher
Inability to stand up Change
Management
Audit Map challenges
Compliance concerns
ITO Involvement/Governance
Heavily-siloed organization
Characteristics Populate CMDB from multiple data sources
Ensure CI data is current, complete & correct
Blend manual & electronic data sources
Populate data quickly
Maintain integrity of reference structures
Eliminate duplicate CI creation
Speedy implementation of CMDB
Multiple groups utilizing manual processes
Organizational guidance on CMDB best
practices
Pain Points
CMDB EnablementAdding Value Across the CMDB Lifecycle
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CMDB Migration Adding Value Across the CMDB Lifecycle
Characteristics Pain Points
Had CMDB in place for 3 or more
years
Consolidating to single ITSM platform
More than 5 data sources
Enterprise Maturity Level 2, 3 or 4
Populate CMDB with validated data
Identify gaps in CMDB data
Increasing scope and breadth of most
trusted sources used for the CMDB
Ability to bridge the gap between one
vendor’s data model to another
How to manage IT Data Accuracy in
its own workflow
Consolidation of multiple reporting
methodologies
Organizational change associated with
moving vendors
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Characteristics Pain Points
CMDB has been deployed over 1 year
Enterprise Maturity Level 1, 2, 3 or 4
Did not use sufficient number of data
sources or migrated using Asset
Management system
Failed an internal audit
Failed to meet regulatory compliance audit
Inability to integrate vendor data points
Inability to stand up Change Management
or poor Change Management results
CMDB is populated by one or more sources, but is
still incomplete, inaccurate and not normalized
Erroneous CMDB data is driving poor decisions and
impacting service levels
Limited to no insight into relationships between CIs
Lack of value from CMDB investment
Failed Change Management initiatives
No reduction in Mean Time to Resolution (MTTR) for
Incidents
Ineffective root cause analysis for Problem
Heavy reliance on accuracy
Maintaining the integrity of reference structures
CMDB RemediationAdding Value Across the CMDB Lifecycle
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Unreliable, unreconciled data sources OR Limited dataThe Barriers to Success
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CMDB ITAM
ITSM
SIAM
Migration & remediation
Automation of data
Initial standups & maintenance IT service impact management
Incident management
Capacity management
Change management
Problem management
License management
Compliance data
Technology refresh
Cloud Migration
Operational Oversight
ITOM
Single source of truth
Asset repositories
Spreadsheets
Organizational
Users & departments
Roles & functions
Supply Chain
Location
Maintenance
Warranty Auto Discovery Network Access
Directory Services
Patching
Anti-virus
Software distribution
Monitoring
Security
Compliance
dataEDM
Bad Data: The experts’ perspective
Source: The anthesisgroup Case Study - Data Supports 30% Percent Comatose Estimate
30% Of all physical servers sit idle in data centers
The Anthesis Group
Source: 451 Research The State of Data Quality Management 2016
60% Of all data entered by employees is incorrect
451 Research Group
Source: Measuring the Business Value of Data Quality
40% Of all initiatives fail to achieve their targeted benefits due to poor data quality
Gartner Research
Source: The Data Warehouse Institute Data Quality Report
$600BN The annual cost of poor data quality to US businesses
The Data Warehouse Institute
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How Good Data Goes Bad
Undocumented
changes to
source system
Decommission
process not
followed
Human error -
employee, vendor
or customer
Data migration Integration of
external data
Siloed data
never captured
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Blazent Philosophy
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Baseball:
“You can’t hit what you
can’t see.”
Technology Management:
“You can’t manage what you
can’t see. Intelligent business
and IT decisions both start
with visibility.”
Improve business outcomes by contextualizing data,
providing the insight for Operations, Finance and
Infrastructure to make informed decisions
Transforming data into actionable intelligence
Taking a New Approach
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Make sense of multiple data sources
Using Existing IT Investments
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Supply Chain• Procurement• Maintenance• Warranty• Fixed Asset
Organizational• Users/Departments• Role and Function• Resource Assignment• Location/Assignment
System Management• Antivirus• Monitoring• Patching• Distribution• Auto discovery• Directory Services• Network Access• Network Mgmt• Security• Agentless
Monitoring, Patching, Distribution
Antivirus
DirectoryServices
NetworkMgmt
Secu
rity
NetworkAccess
Au
to
Dis
cove
ry
Agentless
Pro
cure
men
tFixedAsset
Mai
nte
nan
ceWarranty
CMDBs
Spreadsheets
AssetRepositories
Role &Function
Location/Assignment
Res
ou
rce
Ass
ign
me
nt
Use
rs/
De
par
tme
nts
Data Quality
ITAM and ITSM• Asset
Repositories• CMDBs• Spreadsheets
Purified Record Management
Actionable Data & Analytics
Data Quality Management
Pulling the Data TogetherValidate and transform data into actionable business intelligence
IT data sourcesValidate & Reconcile Data
Master Data Record (MDR) for the CMDB
Data Accuracy Solution In Action
• Multi-Source Reconciliation
• Direct & Indirect Association
• Identify Critical Data Conflicts
• Identify & Select “Best” Data
• Apply Logic based on Business Rules
• Normalize Data
• Identify Missing Data Sources
17©2016 Blazent – Confidential
Source Asset NameSerial
NumberClassification
Last Activity Date
Asset Status OS Name
Billing KCC3H1 Physical Server Unknown
CMDB
AD
VMWare
Backup
Spreadsheet
KCC3H1 Physical Server 4/28/2015 DeployedMicrosoft
Windows 2003
FDC200 Server 9/8/2015 DiscoveredMicrosoft
Windows 2003 SP2
FDC200 KCC8H1 Virtual Server 2/21/2016 DiscoveredMicrosoft
Windows 2003 Server Standard
FDC200 KCC3H1 ServerMicrosoft Win2KB
Master Data Record
FDC200 KCC8H1Virtual Server
3/8/2016 ActiveMicrosoft
Windows 2003
KCC8H1
9/8/2015FDC200
Virtual ServerMicrosoft
Windows 2003 Server Standard
MULTI-SOURCE RECONCILIATION
IDENTIFY CRITICAL
CONFLICTS
SELECT “BEST” DATA
APPLY LOGIC NORMALIZE DATA
Deployed
Discovered
Discovered
KCC3H1 Physical Server 1/28/2016 Deployed
FDC200 3/8/2016 Discovered
KCC8H1 Virtual Server DiscoveredMicrosoft
Windows 2003 Server Standard
BackupBackup
CMDB
Creating the Purified Record
The Blazent Solution
Business Capability
• Improved data quality
• Accurate asset baseline
• Improved charge back/show back and validation
• Reduced risk
• Improved operational readiness
• Continuous improvement in data quality for CMDB
• Provides data rich analytics - Gain insight from
previously unrelated data
Business Impact
• Creates quality standard, eliminates manual
reconciliation, validation – frees up resources
• Eliminates billing disputes/manual validation
provides positive audit posture - frees up resources
• Reduces MTTR for planned or unplanned outages
• Identifies and eliminates gaps in operational tools,
• Offers the opportunity monetize more service
offerings and to expand scope
• Visibility into the relationships between IT resources,
budgets and strategy
How it helps you be more profitable
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100%
100%
100%
100%
Real results for IT
Identified operational gaps in tooling
Eliminated manual process & time reconciling data
Improved provider/customer trust and transparency
Created a trusted single-source of truth
For EVERY account Blazent has….
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Challenge
• Corporation not seeing the CMDB as the source of truth • Inability to find active servers • Manual population of attributes
ServiceNow & Blazent makes complex infrastructure simple for Pacific Life
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“This combination has been a game changer for us by providing IT visibility and insight across thousands of configuration items. We could not do this without Blazent”
Mike Porco,ServiceNow CMDB Owner
Case Study 1
Solution
Results
• Reduction of over 800 man hours saving $50,000 annually on Inventory identification requests • Elimination of manual process and associated errors
• Over 100,000 ServiceNow values validated weekly • Significantly reduced MTTR for planned or unplanned incidents• Improved lifecycle management for all hardware and software• Validate patch management initiatives - significantly reducing risk of a data breach
Data Quality Management
Challenge
• New ServiceNow Configuration Management Database (CMDB) Standup• For Day 1 it had to populated with accurate, quality data• CMDB to be populated from multiple data sources and eliminate duplicate CI’s
Standing up a New ServiceNow Configuration Management Database (CMDB)
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Case Study 2
Solution
Results
• Blazent's certified ServiceNow integration automatically populated validated CIs into the ServiceNow CMDB• Reconciliation of multiple data sources with the ability to inspect CIs before adding or updating them into the CMDB
• 7,000 CI Server/Workstation Assets Maintained Weekly• 1,000s of CI Attributes Corrected Weekly
• Elimination of bad data – Industry Analysts estimates cost of bad data between 10-25% of revenue p.a.• For Kronos that could translate to a cost saving of $100 million per year
Data Quality Management
About Blazent
• Leader in Data Quality Management – helping organizations
validate and transform data into actionable intelligence
• Enables Managed Service Providers and Enterprise IT to
make better business decisions
• Technology is relied upon by Managed Service Providers to
manage over $50 Billion in outsourcing contracts
• Provides a unified view of information across the broadest
range of data sources in the industry
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Next Steps
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Questions & Answers
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