The CMDB/CMS in the Digital Age: A Bedrock for IT Transformation

IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING
The CMDB/CMS in the Digital Age:
A Bedrock for IT Transformation
Dennis Nils Drogseth
Vice President
Enterprise Management Associates
Bill Dyck
Product Manager
Micro Focus

INDUSTRY ANALYSIS & CONSULTING© 2018 Enterprise Management Associates, Inc.
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INDUSTRY ANALYSIS & CONSULTING© 2018 Enterprise Management Associates, Inc.3
Featured Speakers
Dennis Nils Drogseth, Vice President, EMA
Dennis joined Enterprise Management Associates in 1998 and currently manages the New
Hampshire office. Dennis brings several years of experience in various aspects of
marketing and business planning for service management solutions. He supports EMA
through leadership in IT Service Management (ITSM), CMDB systems, as well as
megatrends like advanced operations analytics, cross-domain automation systems, IT-to-
business alignment, and service-centric financial optimization. Dennis also works over
several practice areas to promote dialogue across critical areas of technology and market
interdependencies.
Bill Dyck, Product Manager, Micro Focus
Bill is responsible for product strategy and development of new discovery capabilities,
methods and tools, helping keep Micro Focus ahead of its competitors in CMS
domain. Bill spent 27 years as part of IT before joining Micro Focus and was a practitioner
of UCMDB and UD within HP-IT for 8 years.

INDUSTRY ANALYSIS & CONSULTING© 2018 Enterprise Management Associates, Inc.4
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The CMDB/CMS in the Digital Age:
A Bedrock for IT Transformation
Dennis Nils Drogseth
Vice President
Enterprise Management Associates

Agenda
• Demographics
• Why go forward with a CMDB/CMS/DDM?
• A snapshot of current CMDB/CMS/DDM deployments
• CMDB/CMS/DDM in support of IT transformation
– Cloud migration and optimization
– Agile/DevOps
– SecOps
– Financial optimization of IT
• Effective CMDB/CMS adoption: lessons learned from
EMA research and consulting
6 © 2018 Enterprise Management Associates, Inc.

“Next-Generation IT Service Management: Changing
the Future of IT” – Demographic Highlights
• Geography (264 respondents):
– 62% in North America
– 38% in Europe (England, Germany, France)
• Strong Executive Presence:
– 41% director or above
• 23% CIO or CTO
• 6% CEO of CFO
– 14% non-IT business
• Lead Verticals:
– High-tech SW, Finance/banking/insurance/Retail
• Average IT budget: about $30 million
• Balanced in Company Size: 250 employees –
20,000 employees plus

Other Sources:
• “EMA Research Report: Optimizing IT for Financial
Performance,” 2016.
• “EMA Research Report: Integrating SecOps with Operations,
Development and ITSM in the Age of Cloud and Agile,” 2017.
• “EMA Research Report: “What is the Future of IT Service
Management?” 2015.
• EMA IT consulting

Dennis Nils Drogseth, Rick Sturm, Dan Twing, CMDB Systems: Making
Change Work in the Age of Cloud and Agile, Morgan Kaufmann, 2015.

Why Go Forward With
a CMDB/ CMS/ DDM?

Why Attempt a CMDB?
Implementing a CMDB/CMS:
– Decreases time to resolve technical problems
– Breaks down barriers between technology silos
– Allows automation and advanced analytics to be implemented
– Facilitates an enterprise IT dashboard
– Reduces long-term costs of IT services
EMA examples:
– US Financial Services company reduced MTTR by 70% by providing consistent and
holistic services map with asset and inventories updated nightly.
– US MSP able to reconcile disputes regarding infrastructure spends. $9M spend
over 3 years reduced by $2.5M by better understanding inventory.
– US Healthcare organization reduced MTTR, downtime, and outages by 40% by
implementing a CMDB. Savings returned 300% ROI over several years.

Some Other Priorities for Going Forward
From EMA Consulting
1. Capabilities for integrating data across multiple
sources
2. Support for change management
3. Support for IT governance and compliance
4. Higher levels of automation in support of multiple use
cases
5. Support for inventory and asset management
6. Support for service assurance
7. Support for ITIL best practices
© 2018 Enterprise Management Associates, Inc.12

CMDB/CMS/DDM Deployments Correlate Strongly with
IT Transformational Effectiveness: Just One Example
• Those who were ‘extremely successful’ in their ITSM-related
initiatives were 2 X more likely to own a CMDB/CMS than
“somewhat successful” or “unsuccessful”
– Were much more aggressive in exploring multiple
CMDB/CMS-related use cases
– 3X more likely to federate
– 7X more likely to have plans to associate DDM with
CMDB/CMS
• “Somewhat successful” and “unsuccessful” were 8X more likely
to have no plans for DDM

Perspectives from a Micro Focus Deployment
14
“We decided to move away from two major
outsourcing providers in order to insource, as part
of an initiative to rebuild our IT organization in-
house. We adopted the Universal CMDB as well
as Universal Discovery as a part of adopting
much of the broader service management suite in
the Micro Focus portfolio.”

Perspectives from a Micro Focus Deployment
15
“We decided to move away from two
major outsourcing providers in order
to insource, as part of an initiative to
rebuild our IT organization in-house.
We adopted the Universal CMDB as
well as Universal Discovery as a part
of adopting much of the broader
service management suite in the
Micro Focus portfolio.”
Manager of Asset and Configuration Technology for
a Large, Global Manufacturer
“The goal was to have the resources
to have a deeper and more unified
perspective on IT performance and
IT data than we could get from
outsourcing. For instance, in the
past we had five different CMDBs
from different vendors with different
types of usage. Our
telecommunications organization
alone had at least two.”
Manager of Asset and Configuration Technology
for a Large, Global Manufacturer

A Snapshot of Current
CMDB/CMS/DDM Deployments

Some CMDB/CMS/DDM Perspectives
• 51% had CMDBs/ or
CMS/s actively working
and deployed
– 69% had federated data,
and 25% were looking to
federate
• Federating data
correlated with overall
ITSM success
– Average weekly time
spent reconciling data was
circa 12 hours
• Those who invested
more time were more
successful in their overall
ITSM initiative
CMDB
Incident
Management
Problem
Management
Change
Management
Configuration
Management

CMDB
Incident
Management
Problem
Management
Change
Management
Configuration
Management
Some CMDB/CMS/DDM Perspectives
• 51% had CMDBs/ or CMS/s actively working and deployed
– 69% had federated data, and 25% were looking to federate
• Federating data correlated with overall ITSM success
– Average weekly time spent reconciling data was
circa 12 hours
• Those who invested more time were
more successful in their overall ITSM initiative
– Most dominant use cases were asset
and change management
• But in terms of those most currently targeted,
data center migration, financial optimization
and integrated security led
– CMDB/CMS success correlated strongly with overall
ITSM success
• Only 3% had no plans for discovery and dependency
mapping deployed (DDM)
– Dominant use case was performance and availability.

CMDB/CMS Use Case By Dominant Use Case:
A Closer Look
37%
33%
30%
29%
28%
26%
25%
0%
Asset management
Change management
Performance-related service impact
Financial optimization
Change impact analysis
Data center migration
Security and/or compliance audits
Other
Which use case is your most dominant use case for CMDB/CMS? (top two)
Sample Size = 134, Valid Cases = 134, Total Mentions = 279

Success in CMDB/CMS Deployments Correlates
with Success Overall
72%
17%
9%
0%
2%
18%
67%
16%
0%
0%
0%
33%
50%
17%
0%
Extremely successful
Very successful
Successful
Somewhat successful
Not at all successful
How successful has your CMDB/CMS deployment been? by: How
successful have you been to date with your ITSM-related initiatives?
Extremely successful Very successful All others
Sample Size = 134

A Closer Look at Discovery and Dependency
Mapping Priorities
53%
50%
48%
44%
34%
31%
23%
3%
0%
DDM for performance and availability management for
business services
DDM for data center consolidation
DDM for performance and availability management
across the infrastructure
DDM for change management
DDM for security vulnerability assessments
DDM to support us in the move to cloud
DDM for asset management
None - we have no plans for DDM deployment
Other
Which use cases are you planning or application discovery and dependency
mapping (DDM) within the next 12 months?
Sample Size = 64, Valid Cases = 64, Total Mentions = 184

Perspectives on CMDB/CMS Evolution
“Over the last two years, we’ve expanded our CMDB
System--putting in incident, request, problem, change,
configuration and asset management. We’ve also
integrated some application management requirements,
and now we’re starting a big metrics push so se can
more automatically capture the hard-number and hard-
dollar values from the work we’ve done.”
U.S.-based retail enterprise
22

CMDB/CMS/DDM in Support of IT
Transformational Initiatives

Chief Impacts of Cloud on IT
1. Cloud and virtualization has made asset management more
challenging.
2. Cloud is shortening the review cycle for managing change.
3. Cloud is changing how we approach release management.
4. Cloud is requiring higher levels of automation in provisioning
services.
5. We see cloud as a resource for reducing ITSM, ITAM,
operations and other related costs

How Shared CMDB Insights With a Cloud Service
Provider Can Bring Value
1. Improve management of security and compliance issues
2. Help manage change more cohesively across internal/external
resources
3. Integrate cloud providers more effectively into best practice
management initiatives
4. Optimize internal/traditional infrastructure
vis-à-vis cloud-based resources
5. Ensure that cloud providers are
charging appropriately for their services
25

Proven Values from Discovery and Dependency
Mapping for Hybrid Cloud
• Understanding the Data Center: DDM delivers more
visibility across the data center and the broader cloud
environment.
• Provisioning: DDM can make provisioning routinely
automated process.
• Service Impact: DDM can generate
an impact model for insights into
change impact.
• Continual Insight: DDM can deliver
ongoing visibility into dynamic
internal and external cloud resources.
26

Proven Values from Discovery and Dependency
Mapping for Hybrid Cloud -2-
• Compliance Risk Assessment: DEM can catch
outliers when security issues arise.
• No Server Left Behind: DDM will help identify
unregistered servers in hybrid cloud.
• Application Workload Migration: DDM provides a
model of interdependencies to be reestablished.
• Software License Management:
DDM shows application
interdependencies, and where a
server, workload or OS is not being
utilized.
27

One Perspective on Cloud and CMDB
28
“One of the reasons we went forward with the CMDB
was investment in cloud lifecycle management and
cloud automation. The CMDB was at the core of that. We
had a service blueprint of what we wanted in our cloud
automation capability, and that was added to our CMDB
virtually for free. It allowed us to leapfrog the process.
Right now, we are building what we call a “next-
generation infrastructure.”
IT Director at a U.S.-based Investment Research Firm

89% of ITSM Teams Support DevOps
• How?
– DDM can become a common resource for modeling
interdependencies in pre- and post-production
– CMDB/CMS can be used to provision pre-production
environments
– Configuration automation associated with the CMS can also
be key
– Other ITSM DevOps advantages
• Common workflows; scheduling;
feedback loops on usage and
quality
29

Having a CMDB, CMS or DDM in Support of Service
Modeling Strongly Favors SecOps Success
85%
13%
3%
74%
22%
4%
45%
39%
16%
22%
56%
22%
Yes
No
Don't know
Is your IT organization currently leveraging some type of service modeling such as a CMDB/CMS or
discovery and dependency mapping (DDM)? by How successful do you feel your organization was in
achieving real benefits from integrating security with IT opera
Extremely successful Very successful Successful Marginally successful
Sample Size = 250

CMDB/CMS Is Also Critical in Optimizing IT for
Financial Performance: Key Use Cases Include…
1. Optimizing assets in cloud and hybrid cloud environments
2. Integrated vision of inventory and discovery
3. Lifecycle asset management overall
4. Introduction of new assets
5. Mapping assets to applications and services
6. Mapping assets to operational owners
7. Retirement of old assets
8. Mapping assets to customers
9. Cross-domain collaboration in support of more strategic asset
management and planning
31

95% of those “Extremely Successful” in Optimizing IT for Financial
Performance Have a CMDB or CMS Deployed or In Plan
95%
3%
3%
65%
28%
8%
29%
54%
17%
Yes
No
Don't know
Does your company have a CMDB or CMS currently deployed or planned? by How
successful do you feel you've been to date in optimizing IT for financial performance?
Extremely successful Very successful/ successful Somewhat successful/ generally unsuccessful

Effective CMDB/CMS Adoption:
Lessons Learned from EMA
Research and Consulting

CMDB/CMS/DDM Challenges
Based on EMA Consulting
1. Resource-related commitments
2. Data integration and reconciliation issues
3. Concerns about information security and data access
4. Keeping CMDB/CMS and DDM insights current
5. Politics concerning ownership
6. Autodiscovery and CMS population
7. Integrating automation more effectively
8. Setting use-case priorities
34

Average Response Indicated circa 12 Hours a Week for
Resolving CMDB/CMS Related Data Accuracy Issues
9%
46%
28%
18%
Less than 5 hours per week
5-14 hours per week
15-24 hours per week
25 or more hours per week
How much time does your organization spend per week on resolving
data accuracy issues associated with CMDB, CMS population?
Sample Size = 134

The Move to Federation is On the Rise, and
Correlates With ITSM and IT Success
81%
15%
4%
74%
18%
9%
33%
62%
4%
Yes
Not yet, but we plan to move to federation
No
Is your organization looking to federate data (that is, to access data from other
sources without moving it into your CMDB)? by success: How successful have
you been to date with your ITSM-related initiatives?
Extremely successful Very successful All others
Sample Size = 134

EMA’s 8-Step Methodology for CMDB/CMS/DDM
Success
• Based on years of practical
experience by EMA staff
• Proven successful at large
companies with challenging
infrastructures
• Can’t skip any steps – each
builds on previous efforts
• Focuses on tools, process,
and people

Use Cases from a Micro Focus Deployment
38
“The use cases are varied,
including support for software
asset management, server and
network management,
compliance and security needs,
support for development, and
virtually all operational
processes such as incident,
change, and problem
management.”
Manager of Asset and Configuration Technology for
a Large, Global Manufacturer
“And while our deployment
was not specifically intended
to support Internet of Things
use cases, we are able to
discover and track some of
our manufacturing equipment
based on IP or Mac
addresses.”

CMDB/CMS Evolution– A View from a Micro Focus
Deployment
39
“We have something between 60,000 and 70,000
servers, and we’ve been able to keep up with all
of our software asset management needs for our
infrastructure. We also have about twenty million
CIs in our current implementation, but plan to
upgrade to a recent version of the Micro Focus
UCMDB that supports well over a 100 million.”

Micro Focus Configuration Management
System
The foundation for ITOM and Hybrid IT
Bill Dyck
Product Manager, CMS
Micro Focus

41
means more than public cloud.
is more than a buzzword.
Hybrid
Multiple
consumption
and financing
options
Lower
IT run
budgets
Multiple
deployment
models
Pressures
to innovate
IoT
proliferation
Effective management of hybrid environments will be key
Today’s Reality

42
Cloud-ready discovery to manage the transition
to hybrid IT
Effective service modeling to improve service
management quality for change, incident,
monitoring and compliance
Easily use and share configuration data across
organizations
Constantly up-to-date, real-time dynamic view
of configuration management data
Optimized IT asset and software license usage
Business results
Automated service modeling
Modern UI for simplified user experience
Real-time configuration management in
hybrid IT
Comprehensive, versatile discovery
capabilities
Required capabilities
Proactive inventory discovery
Hybrid IT Needs Dynamic Configuration Management

4
3
Intuitive User interface with the new CMS UI
Easy access to all CMS data, views and reports
Single tool with smart capabilities
Federated CMDB, discovery, inventory and
dependency mapping
Comprehensive Discovery
on-premise and cloud, l2-l7, storage
Top-down and bottoms-up
Agent-based, agent-less, hybrid, and passive
Service modeling
Easy, fast dependency modeling to a top-down
model of a business service
Common platform integration
across ITOM tools
The Micro Focus CMS Advantage
The industry’s best combination of bottom up and top down discovery and modeling

Cloud Ready Discovery
Private and Public (AWS, Azure, Google)
S A M I n t h e
C l o u d
C L O U D
T R A N S F O R A M T I O N
S e r v i c e
V i s i b i l i t y
S h a r e d
I n s i g h t f r o m
m u l t i p l e
p r o v i d e r s
D e v O p s
C o m p l i a n c e

 Discover services deployed on AWS, Azure and Google Cloud
 Real Time discovery for openstack, vCloud, Cloud Foundry and docker
containers
 Deep discovery of dependencies and resources deployed
 Real-time push of data to integrated systems
 Software discovery on the cloud
 Service mapping
 Deploy CMS onto public cloud services
Dockers &
Kubernetes
Public Private
Cloud
Foundry
AWS Azure
Google
Cloud
vCloud
Open
stack
Universal Discovery for Public and Private Cloud

INDUSTRY ANALYSIS & CONSULTING46 © 2018 Enterprise Management Associates, Inc.
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operations-management/cmdb-cms-bedrock-for-it-transformation

The CMDB/CMS in the Digital Age: A Bedrock for IT Transformation

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