CONFIGURATION MANAGEMENT Database (CMDB)
Project Binder
[deLETED]
CMDB Project
Document Revision History
Version Number / Date / Description1.0 / mm/dd/yy / First Draft (Alpha)
1.1 / mm/dd/yy / Revised Document Framework
1.2 / mm/dd/yy / Beta Test Release
1.3 / mm/dd/yy / Added Request for Information
Send inquiries to:
Research & Development (R&D)
Mr. Terry A. Wright
[DELETED]
[DELETED]
[DELETED]
Phone (nnn) nnn-nnnn
Fax (nnn) nnn-nnnn
IT Service Management (ITSM)
Table of Contents
CONFIDENTIAL AND SENSITIVE INFORMATION......
INTRODUCTION......
ACRONYMS......
PROPOSAL......
Project Proposal......
Project Estimates......
REQUEST FOR INFORMATION
INTRODUCTION......
INFORMATION BEING REQUESTED......
Summary......
Preliminary Goals:......
Preliminary Objectives:......
Detail......
Service Desk......
Configuration Management......
Project Management Office (PMO)......
Finance:......
RESPONSES......
Who May Respond......
How to Respond......
Respondent Contact......
Format / Media......
Distribution......
Copyrighted Materials......
Reimbursement......
Questions......
RESPONSE REVIEW PROCESS AND SCHEDULE......
Review Process......
Clarification......
Presentations and Demonstrations......
Schedule......
APPENDIX A: REFERENCES......
APPENDIX B: VENDORS......
ADDENDUM A: PREEXISTING TECHNOLOGIES......
Customer Relationship Management......
Asset Management......
Enterprise Management......
Software Provisioning:......
Client Lifecycle Management:......
REQUEST FOR PROPOSAL (RFP)......
INTRODUCTION......
CONTRACT......
Executive Summary / Response......
Contract......
Configuration & Pricing Schedule......
SCOPE......
Business Opportunity......
Opportunity Statement
Vision Statement
Solutions Concept......
Current Tools:......
Goals:......
Objectives:......
Assumptions:......
Constraints:......
User Profiles & Usage Scenarios
Service Desk......
Configuration Management......
Project Management Office (PMO)......
Finance......
Requirements
Business Requirements
User Requirements
Operational Requirements
System Requirements
Scope......
Feature/Function List
Out of Scope
Phase I Deliverables
Version Release Strategy
Acceptance & Operational Criteria
Solution Design Strategies......
Logical Design
Architectural Design Strategy
Technical Design Strategy
PROJECT TASK LIST......
High-Level Dates......
Work Breakdown Structure......
Project Task List......
COMMUNICATION PLAN......
Introduction......
Objectives......
Communication Documents......
Communications Flow......
Project Stakeholders......
Project Team......
Roles & Responsibilities......
Forms, Templates, & Examples......
Meeting Agenda......
Meeting Minutes......
CHANGE ORDER MANAGEMENT PLAN......
Purpose......
General Rules......
Roles......
Change Request Process Steps......
Change Request Flow......
Change Control Board (CCB)......
Change Request Form......
Change Request Log......
RISK MANAGEMENT PLAN......
Statement......
Objectives......
Planning......
Roles & Responsibilities......
Process......
Risk Management Process Flow......
Tracking Risks (Risk Statements)......
Log......
ISSUES MANAGEMENT PLAN......
Issues List......
TRAINING PLAN......
Introduction......
Objectives......
Background......
References......
Overview......
Training Approach......
Schedule......
Facilities......
Organization......
Training Team......
Roles and Responsibilities......
Training Sessions......
GoLive Phase......
Lesson Plans......
Site 1
BUDGET STATUS REPORT......
Budget Status Report......
Capital Budget to date......
Performance against Project Agreement......
Receiving Log......
CONFIDENTIAL AND SENSITIVE INFORMATION
Distribution authorized to [DELETED].
Configuration Management Database (CMDB) ProjectPage 1
Month, nn, 2007Version 1.0
IT Service Management (ITSM))
INTRODUCTION
The Configuration Management Database (CMDB) Integrated Project Plan was developed in an effort to provide the senior level leadership of [DELETED] with current, comprehensible, and applicable project information. Therefore, maintaining the integrity of this document is paramount to the effectiveness of this communiqué.
This ‘Integrated Project Plan’ will serve as a centralized repository for high-level information regarding Initiation, Pre-Charter and Charter, Planning, Execution and Closure phases of CMDB. With the exception of the budget status report, invoices and the open issues list all other supporting documentation such as meeting agendas, minutes, training materials and engineering notes will reside elsewhere.
ACRONYMS
- BPR – Business Process Redesign/Reengineering
- CAT – Customer Acceptance Test
- CI – Configuration Item
- CCB – Change Control Board
- CMDB – Configuration Management Database
- CMS – Configuration Management System
- COB – Close of Business
- CRM – Customer Relationship Management
- DB - Database
- DBA – Database Administrator
- ESC – Executive Steering Committee
- FOC – Final Operational Capability
- HR – Human Resources
- IAT – Installation Acceptance Test
- IOC – Initial Operational Capability
- IS – Information Systems
- ITIL – No longer an acronym; represents whole name.
- NLT – No later than.
- PM – Project Manager
- QA – Quality Assurance
- OLA – Operational Level Agreement
- RFI – Request for Information
- RFP – Request for Proposal
- RSD – Requirements Specifications Design
- SA – System Analyst
- SLA – Service Level Agreement
- SOA – Service Oriented Architecture
- SOR – Statement of Requirements
- SOW – Statement of Work
- TBD – To Be Determined
- WF – Workflow
PROPOSAL
Table of Contents:
Project Proposal...... 8
Project Estimates...... 12
Document Revision History
Version Number / Date / Description1.0 / mm/dd/yyy / Initial Draft
Send inquiries to:
Research & Development (R&D)
Mr. Terry A. Wright
[DELETED]
[DELETED]
[DELETED]
Phone (nnn) nnn-nnnn
Fax (nnn) nnn-nnnn
Project Proposal
PROJECT NAME / Configuration Management Database (CMDB)Departments: Research & Development (R&D), Configuration Management (CM), Service Desk (NOC), Operations & Maintenance (O&M)
Submitted by: [DELETED]
BACKGROUND / Purpose: The purpose of this project is the planning and development of a change and configuration management tool capable of supporting the Change Management process throughout the [DELETED] enterprise. Said tool is intended to reduce or alleviate the risks normally associated with changes introduced to the [DELETED] infrastructure by automating as much of the technical review and risk analysis as possible. The addition of such intelligence automation tools is paramount to the success of the organizations industry best practices employment initiative.
The solution will hereby and ever after be referred to as a Configuration Management Database (CMDB). A CMDB, as defined by the ITIL Version 3.0 standard, is a database used to store Configuration Records throughout their Lifecycle; representing the authorized con-figuration of the significant components of the IT environment. The CMDB records configuration items (CI) and details about the important attributes and relationships between CI’s—dependencies, hierarchical rank, and supporting documentation. Information stored within a CMDB may be better hypothesized as Metadata.
Problems Occurring: There are currently disparate and non-interoperable configuration management capabilities with varying levels of maturity at each of the Service Centers (SC). Although most SC’s are attempting to follow an ITIL-like protocol for capturing, quantifying, qualifying, analyzing, and responding to requests for change (RfC), most simply do not have the centralized technical expertise necessary to accurately and expeditiously process such requests without introducing unacceptable levels of risk to their customers.
Additionally, the perpetual shift in organizational structure and employee turn-over has exacerbated the problem, exponentially. Therefore, in addition to the need to standardize on best of breed technology, and employ industry best practices such as ITIL, the [DELETED] enterprise is desperate seeking a tool, or tools that will reduce the human risk factor—allowing the organization to realize maximum return on these investments.
Background: The [DELETED] combat support agency and an important member of the [DELETED] Community. With over [DELETED] employees worldwide, [DELETED] is a major producer and manager of [DELETED]. We provide [DELETED], in support of [DELETED] planning, operations,and systems acquisition.
The [DELETED] acquired [DELETED] service centers (SC) in late [DELETED], and has since been transitioning these entities along with their people, processes, and technology into its organization ever since. After formally adopting ITIL as the IT Service Management framework of choice, it began restructuring the SC’s to align with a more standardized model. As a result, the [DELETED] has sponsored an initiative to establish a formal Change Management System (CMS); which by definition is comprised of one or more CMDB’s.
Risk: Change Management staff is currently working in an environment comprised of extremely complex technical solutions with a vast number of dependencies—supporting a wartime initiative. The shear volume of change requests coupled with a lack of dedicated technical experts, presents a situation where issues introduced through human error is highly probable.
Additionally, without readily available and accurate information regarding system configurations, interoperability relationships, IT service provisioning, documentation, historical knowledge, users, and vendors, troubleshooting and quickly resolving such issues is extremely difficult.
OBJECTIVES / Employment of an effective CMDB will greatly reduce the number of problems introduced into the production environment due to human error as well as provide the foundation for successful IT Service Management.
Goals:
- Mitigate the risk of IT Service disruption associated with change to the [DELETED] IT Infrastructure.
- Automate the engineering review portion of thechange decision process.
- Gain visibility of [DELETED] IT Infrastructure assetsby their physical location and association with anIT Service(s).
- Easy to use toolrequiring less training and reducing usage inquiries.
- Scale and adapt to meet the dynamic needs of the [DELETED] Enterprise.
- Dataand/or interfacescompliant with the[DELETED] federated data model.
- Identify currentService/Operational Level Agreements.
- Identify current [DELETED] IT Services baseline.
- Identify the basic components responsible for provisioning or providing access to IT Services within the [DELETED] enterprise.
- Identify all servers by name, basic platform, and physical location.
- Identify all network devices by name, basic platform, and physical location.
- Identify all routes of communication traffic between provisioning systems and the end-user community.
- Identify all workstations by name, basic platform, physical location, and build.
- Identify all licensed software components by manufacture, version, and location.
- DevelopConfiguration Item (CI) scope (baseline).
- Capture relationships between components providing or supporting IT Services.
- Utilizeexisting situational awareness solutions as inputs forCI reconciliation.
- Ability to forecast future utilizationbased on utilization trend analysis and business requirements.
- Generate a repeatable process formanaging and controlling changes to the IT Service infrastructure.
- Make a federation of management data available through a standard access interface (CMDB).
SCOPE / Given the size and complexity of the [DELETED] enterprise, additional steps will be taken to ensure all stakeholders are not only represented, but that the new solution and inherent processes does indeed support their current and/or future business model. Accomplishing this requires a common language; stakeholders must be familiar with the models currently being integrated into the [DELETED] environment: ITIL, and Service Oriented Architecture (SOA).
The proposed solution will be ITIL Version 3 compliant; and follow the basic requirements of a SOA model. As such, baseline rules for data federation will be followed or established as a result of this project. Furthermore, accessibility, control, and maintenance will support current service management best practices as prescribed by ITIL. As a result, the CMDB will enable the Configuration Management process, underpinning every other process.
The basic approach is as follows:
- Identify a common language.
- Establish baseline rules for federation.
- Develop conceptual model for a CMDB.
- Automate approved model using a COTS solution.
- Deploy to the production environment.
- Propose process and training guidance.
Assumptions:
- The Configuration Management office/team willown and maintain the CMDB.
- The CMDB solution may be in the form of an IT system, a process, or a combination thereof.
- Service/Operational Level Agreementsand/or definitive guidance will be provided by [DELETED] leadership.
- IT Service Catalogs exist for the [DELETED] Enterprise.
- Existing [DELETED] Enterprise tool sets and CMDB solution compatibility is required.
- Level of inventory detail (scope)will bedetermined by [DELETED]leadership.
- CI's may be entered manually or discovered using existing technology.
- ITIL Best Practices will be applied where possible.
- SOA Best Practices will be applied where possible.
- Inventory results must bemade available to leadership no later than mm/dd/yy.
- SLA and IT Service level awarenessmust be achieved within 6 months of project start date.
- No hardware or software budget moneys have beenallocated for solution.
EXPECTED OUTCOMES /
- The Enterprise will have a standardized data repository of configuration items.
- Configuration Management will have a tool for analyzing the impact of proposed changes and potentially expediting the decision making process.
- Ability to identify physical location of equipment.
- Enhanced troubleshooting capability for service desk and other operations teams.
- Formal repository for approved and implemented changes.
- Configuration data can be made available to any department or process.
- Triggers will be in place to support reconciliation.
- Ability to perform infrastructure modeling.
- Mapping and visualization (physical, network, application).
- Will support financial management activities such ascapital equipment replacement initiatives.
- Enable other ITIL processes such as Change and Release Management.
RESOURCES &
TIME FRAME / Please see Attachment B
APPROVALS / ______mm/dd/yyyy
Requestor/Department Manager Date
[DELETED]
______mm/dd/yyyy
Deputy Director, Information Mgt Date
[DELETED]
Project Estimates
The following checklist is used to estimate the resources needed and cost related to implementing a new or upgrading an existing system.
PROJECT NAME / Configuration Management Database (CMDB)Departments: Research & Development, Service Desk, Server Operations, Network Operations
Submitted by: [DELETED]
Determine the requirements for the following areas: / Estimated
Resources needed / Estimated $
Hardware Costs / Servers
Other Hardware / $ nn,nnn
Software Costs / Software
Third Party Software / $ nn,nnn
Vendor Implementation Costs / Professional Services
Interface Services
3rd Party - Security Configuration / $ nn,nnn
Vendor Travel Costs (estimate air, hotel, car, meals) / Phase I
Hotel
Meals
Car Rental
Airline
TOTAL FOR PHASE I
Phase II
Hotel
Meals
Car Rental
Airline
TOTAL FOR PHASE II
Phase III
Hotel
Meals
Car Rental
Airline
TOTAL FOR PHASE III
TOTAL FOR ALL PHASES / $ nn,nnn
Total HW/SW/Vendor Cost / $n,nnn,nnn
Department Resources FTEs and Cost / Service Desk
Microsoft Operations
Unix Operations
Network Operations
Configuration Management
Finance / .63 FTE
.10
.10
.20
.10 / $ nn,nnn
n,nnn
n,nnn
n,nnn
n,nnn
Information Systems Resources
FTE’s and Cost / Information Systems / .83 / nn,nnn
Total [DELETED] resources
Hours and Cost / 2.21 FTEs / $ nnn,nnn
Construction Costs / Organizational Center (1,500 Sq Ft @ $271) / nnn,nnn
Total Estimated Project Capital Cost / $n,nnn,nnn
Maintenance/Licensing Costs / $ nnn,nnn
Training / nn,nnn
Other / 15 Temps for 3-MonthTransition / nnn,nnn
Reduction of Costs / In-House / (nnn,nnn)
Total Estimated Project Operational Cost / $ nnn,nnn
REQUEST FOR INFORMATION
Table of Contents:
INTRODUCTION......
INFORMATION BEING REQUESTED......
Summary......
Preliminary Goals:......
Preliminary Objectives:......
Detail......
Service Desk......
Configuration Management......
Project Management Office (PMO)......
Finance:......
RESPONSES......
Who May Respond......
How to Respond......
Respondent Contact......
Format / Media......
Distribution......
Copyrighted Materials......
Reimbursement......
Questions......
RESPONSE REVIEW PROCESS AND SCHEDULE......
Review Process......
Clarification......
Presentations and Demonstrations......
Schedule......
APPENDIX A: REFERENCES......
APPENDIX B: VENDORS......
ADDENDUM A: PREEXISTING TECHNOLOGIES......
Customer Relationship Management......
Asset Management......
Enterprise Management......
Software Provisioning:......
Client Lifecycle Management:......
Document Revision History
Version Number / Date / Description1.0 / mm/dd/yy / Formal Release.
1.1 / mm/dd/yy / Added Addendum A: Preexisting Technologies.
Send inquiries to:
Research & Development (R&D)
Mr. Terry A. Wright
[DELETED]
[DELETED]
[DELETED]
Phone (nnn) nnn-nnnn
Fax (nnn) nnn-nnnn
INTRODUCTION
The purpose of this project is the planning and development of a change and configuration management solution capable of supporting the Change Management process throughout the enterprise. Said solution is intended to reduce or alleviate the risks normally associated with changes introduced to the infrastructure by automating as much of the technical review and risk analysis as possible. The addition of such intelligence automation tools is paramount to the success of the organizations industry best practices employment initiative.
The solution will hereby and ever after be referred to as a Configuration Management Database (CMDB). A CMDB, as defined by the ITIL Version 3.0 standard, is a database used to store Configuration Records throughout their Lifecycle; representing the authorized configuration of the significant components of the IT environment. The CMDB records configuration items (CI) and details about the important attributes and relationships between CI’s—dependencies, hierarchical rank, and supporting documentation. Information stored within a CMDB may be better hypothesized as Metadata.
INFORMATION BEING REQUESTED
Summary
The proposed solution will be ITIL Version 3 compliant; and follow the basic requirements of a Service Oriented Architecture (SOA) model. As such, baseline rules for data federation will be followed or established as a result of this project. Furthermore, accessibility, control, and maintenance will support current service management best practices as prescribed by ITIL. As a result, the CMDB will enable the Configuration Management process, underpinning all other processes.
Preliminary Goals:
- Mitigate the risk of IT Service disruption associated with change to the IT Infrastructure.
- Automate the engineering review portion of thechange decision process.
- Gain visibility of IT Infrastructure assetsby their physical location and association with anIT Service(s).
- Easy to use toolrequiring minimal training and reducing usage inquiries.
- Scale and adapt to meet the dynamic needs of the enterprise.
- Dataand/or interfacescompliant with thefederated data model.
Preliminary Objectives:
- Identify currentService/Operational Level Agreements.
- Identify current IT Services baseline.
- Identify the basic components responsible for provisioning or providing access to IT Services within the enterprise.
- Identify all servers by name, basic platform, and physical location.
- Identify all network devices by name, basic platform, and physical location.
- Identify all routes of communication traffic between provisioning systems and the end-user community.
- Identify all workstations by name, basic platform, physical location, and build.
- Identify all licensed software components by manufacture, version, and location.
- DevelopConfiguration Item (CI) scope (baseline).
- Capture relationships between components providing or supporting IT Services.
- Utilizeexisting situational awareness solutions as inputs forCI reconciliation.
- Ability to forecast future utilizationbased on trend analysis and business requirements.
- Generate a repeatable process formanaging and controlling changes to the IT Service infrastructure.
- Make a federation of management data available through a standard access interface (CMDB).
Detail
The user profiles presented here are very generic in nature, but ITIL compliant; and are intended to tie together with their business driver. The usage scenarios are actual business situations presented by the stakeholder community.