1. ServiceNow Configuration Management Deep Dive Training

2. Learning Objectives  Define Configuration Management  Identify the scope of the Configuration Management processes and its key activities  Explain the benefits of Configuration Management  Explain key terms and concepts  Understand process roles and responsibilities  Walk through the ServiceNow Configuration Management Application

3. DEFINITIONS AND CONCEPTS Configuration Management

4. Configuration Management Overview  Configuration Management is the process of establishing and maintaining reliable information on managed IT services, applications and infrastructure components throughout their lifecycle  The Configuration Management (CM) process focuses on the creation, maintenance, and use of Configuration Items (CIs), their Attributes, and Relationships

5. Configuration Management Overview  Configuration Management process is focused on establishing a complete Configuration Management Database (CMDB) and process integration with other ITIL processes to help realize Configuration Management objectives  It is important to note that Configuration Management is not Asset Management  This will enable the CMDB to capture end-to-end information about Configuration Items (CIs) and their relationships, however the amount and quality of information maintained within it is expected to continue to evolve over time

6. CMDB Relationships With Other ITSM Processes ITIL Incident Management Configuration Management assists Incident Management by: providing the Service Desk with immediate information on the CIs affected, and more timely resolution of faults by understanding what CIs have been affected and changed. ITIL Service Catalog Management With Service Portfolio Management, Business Services in the CMDB can also be managed by the Service Catalog team, and exposed to end-users who can then request items from them. ITIL Problem Management (Later Phase) Configuration Management assists Problem Management by: linking the CIs affected by problems to the incident / problem / change management processes, and ensuring the CI status is properly maintained. ITIL Change Management (Later Phase) Configuration Management assists Change Management by: recording which CIs have been changed and controlling the status of CIs throughout the entire CI lifecycle. Configuration Management ensures any changes made to CIs are recorded and kept accurate.

7. Key Definitions The Configuration Management Database (CMDB) is the key component of the Configuration Management process. It is a database where the configuration information of managed assets (Configuration Items) is stored. The CMDB supports the delivery of services by maintaining accurate and reliable information on IT assets. CMDB CMDB A Configuration Item (CI) is a service asset that needs to be managed in order to deliver a service. The scope of what constitutes a CI varies by organizations and environments but should be aligned with business requirements. CI CI

8. Key Definitions A Baseline is a point-in-time configuration of one or more CIs that has been formally reviewed and agreed. Changes from the configuration baseline should only be implemented through formal change procedures.BASELINE Operational Data means information about the current- state environment that is captured e.g. by discovery and other data sources. The CMDB should only contain configuration information that has been validated and is subject to change control, and should not be used as a monitoring tool or a repository for operational data not relevant for ITSM.OPERATIONALDATA

9. Delineating Between Asset and Configuration Management Configuration Item “In ITIL terminology, configuration items (CI) are components of an infrastructure that currently are, or soon will be under Configuration Management. CIs may be a single module such as a monitor or tape drive, or more complex items, such as a complete system.” Asset Management spans the entire lifecycle of an IT asset, for any hardware asset or software asset focusing on tracking for any financial, regulatory, or contractual purposes. Configuration Management spans the operational lifecycle of the assets in the infrastructure and focuses on operational information including status and attributes. Configuration Management adds service relationships to the CI information.

10. Delineating Between Asset and Configuration Management An IT Asset might not become a CI e.g. Mobile Phone changes may not be required to control hence it would not be a CI An IT Asset can become a CI e.g. Server Asset will become a CI when it will be necessary to control changes to its attributes, and it is providing a service to the organization A CI might not become an IT Asset e.g. a Process Guide Document might be considered a CI but has no financial value and hence it is not tracked by IT Asset Management RequestedProcuredDeploy “ Operational” Environment Retired/ Disposed Asset Lifecycle CMDB Lifecycle CIs Assets Asset becomes a CI if it needs to be Managed

11. Asset Repository (later phase) Tracking Financially Valuable Assets, type of asset being used, who is using it, and where it is being used. Configuration Management Database: A repository that acts as a ‘data warehouse’ for IT Organizations. The primary goal is to ensure that relationships & dependencies between systems and services are tracked CMDB Relationship between Asset and Services Incident History Change Management Problem History Operating System Support Group Amount of Memory Disk Size Environment (Dev/Prod) Core Attributes (CPU, Cores) Physical/Virtual Asset Repository Serial Number Asset Tag Location Asset Type Asset Owner, End User Asset Status License Metric Maintenance Dates Purchase Date Cost Config Management Database / Asset Repository

12. CMDB Configuration Management

13. CMDB Data Model Introduction The CMDB Data Model is the representation of configuration, expressed in terms of CI Classes, CI Relationships, and CI Attributes. It provides the foundational blueprint for properly mapping services to applications and infrastructure components. The CMDB Data Model comprises relationships and dependencies between CIs, for example, the relationship between two applications or between an application and its supporting server instance. The design of CMDB Data Model is based on the requirements extracted from the use cases provided by the UT teams and by applying the CMDB design guiding principles.

14. CMDB Data Model Introduction Core attributes are common across CI classes and help identify the CI and provide support information for incident and problem management Class-specific attributes provide additional details used by various processes including change and release management Core attributes are common across CI classes and help identify the CI and provide support information for incident and problem management Class-specific attributes provide additional details used by various processes including change and release management Each class represents a distinct group of CIs Logically separated based on configuration information that needs to be maintained Hierarchically organized by CI relationships Each class represents a distinct group of CIs Logically separated based on configuration information that needs to be maintained Hierarchically organized by CI relationships CI Classes CI Attributes Dependencies between CIs are defined using relationships that help create a holistic view of the environment CI relationships enable process stakeholders to perform impact analysis and proactive management of IT assets Dependencies between CIs are defined using relationships that help create a holistic view of the environment CI relationships enable process stakeholders to perform impact analysis and proactive management of IT assets CI Relation- ships CMDB Model

15. Classes in Scope for Phase 1 Class CSU Desktops and LaptopsATS, CoFA, ITS Business ServicesITS, ATS ApplicationsITS DatabaseITS StorageITS Systems ServersITS Systems, TRecs, ATS

16. Phase 1 CMDB Model Example

17. PROCESS ROLES AND RESPONSIBILITIES Configuration Management

18. Roles and Responsibilities Role / GroupCreateReadUpdateDelete End User (Assigned To)X ITIL FulfillerXX Service Desk (ITS- Tier 1)X Tier 2 & 3 (ITS-Tier 2 & 3)X Owner Group of CIXXX Support Group of CIXXX Tier 2 by School (Support Group)XXX Tier 3 by School (Support Group)XXX ServiceNow AdminXXXX

19. PROCESS AND ACTIVITIES Configuration Management

20. Configuration Management Process Activities The Configuration Management process is composed of the following activities and interfaces with external tools and processes.  Management and Planning – Develop an overall plan for creating and managing the Configuration Management System  Configuration Identification – Define the Classes, Attributes and Relationships in the Configuration Management System, including standards for identification, naming and labeling of Configuration Items  Configuration Control – Ensure that adequate control mechanisms are implemented to ensure that information is accurate and up-to-date  Status Accounting and Reporting – Ensure that all Configuration information is recorded as each CI progresses through its lifecycle, and that key business questions can be answered  Verification and Audit – Ensure conformity between the CMDB and the actual business environment Roles and responsibilities for each of these activities are in the progress of being developed

21. High Level Process Diagram

22. CONFIGURATION MANAGEMENT APPLICATION AND MODULES ServiceNow

23. CI Record – Three Primary Sections CORE CI INFORMATION This section is identical for every CI and captures common field level information ADDITIONAL CI INFORMATION This section is used to maintain more detailed information about the CI. The specific information captured here varies by class. RELATED LISTS This section captures related records for the CI, such as network adapters, disks, file systems. Attributes for each CI can be found in a KB article

24. CI Record – Core CI Information It specifies the common name used to identify the CI Individual using or primarily responsible for the CI

25. CI Record – Additional CI Information Information changes based on CI Class Service Mapping Tools

26. CI Record – Tab Overview Tabs show unique information for this CI based on the CI class

27. Sources of CI Information CI Information was collected from spreadsheets submitted by participating departments LanREV – College of Education SCCM – College of Engineering and McCombs School of Business CLAIM - ATS

28. CONFIGURATION MANAGEMENT Tool Demo

29. Summary  Define Configuration Management  Identify the scope of the Configuration Management processes and its key activities  Explain the benefits of Configuration Management  Explain key terms and concepts  Understand process roles and responsibilities  Walked through the ServiceNow application

30. Questions about Configuration Management