Taking the Mystery out of the CMDB

1

Diane Petras ~ Sr. Solution Architect

How IT Data Quality Affects and Improves Service Management

Agenda

2

• 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

3

Meeting Organizational Goals

Everything

as a

Service

Retail

Government

Manufacturing

Healthcare

Education

Technology

Federal/State/Local

Insurance

Banking/Financial

4

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

5

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?

6

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

7

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

8

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

9

Unreliable, unreconciled data sources OR Limited dataThe Barriers to Success

10

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

11

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

12

Blazent Philosophy

13

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

14

Make sense of multiple data sources

Using Existing IT Investments

15

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

18

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….

19

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

20

“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)

21

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

22

Next Steps

23

Questions & Answers

24

Diane Petras – Senior Solution Architect

dpetras@Blazent.com

Thank You!