Managing risk using the ITIL framework and CA service ...

How a CMS is Delivering Sustainable
Business Value Within a Leading
Health Care Insurance Provider

Drive Business Value with Service & Portfolio Management
PS112SN
Boiling the Ocean, One Gallon at a
Time – How a CMS is Delivering
Sustainable Business Value Within a
Leading Health Care Insurance
Provider
Doug Smith - HCSC Christian Iantoni - PwC

abstract
Participants will learn how to identify incremental, measurable and sustainable
business benefits through the implementation of a Configuration Management System
(CMS). More specifically, we will discuss how Health Care Services Corporation
(HCSC), as part of its ongoing IT Service Management transformation, is delivering
value maturing its approach toward Service Asset and Configuration Management.
Leveraging CA and other leading technologies in an integrated manner, HCSC’s IT
organization is delivering business value, stakeholder by stakeholder, by focusing on
what matters most – its customers. Whether supporting a data center build out to
improve transaction processing, a Disaster Recovery and Business Continuity initiative
to mitigate risk, or key ITSM processes to enable improved service quality, decrease
operational costs and ensure regulatory compliance, HCSC’s CMS is proving value
every step of the way.

iography
– Doug Smith- Senior Manager, Health Care Service Corporation
– Christian Iantoni – Director and National IT Service
Management Practice Leader, PwC
‐ Christian leads the PwC IT Service Management Practice nationally and
has been advising Fortune 500 companies on transforming their IT
organizations to improve business performance for over 18 years.

agenda
– The CMS Pursuit
– Approach to Delivering Sustainable Value
– Value Delivered
– Lessons Learned
– Q&A Session

The CMS Pursuit
– As part of HCSC’s ongoing IT Transformation, IT Service
Management has been a driving factor
– Driving efficiencies to meet and exceed industry benchmarks for cost per member
– Enabling an aggressive M&A strategy to provide higher quality services to members
– Ensure both IT scalability and agility through an ITSM maturity
– Past CMDB initiatives provided initial value, but stalled
– A bottoms up, “build it and they will com” approach provided initial tactical value
but stalled and was not embraced enterprise wide
– Technology, while maturing, could not deliver on an integrated enterprise CMDB
– The pursuit of the CMS and its associated value was too
compelling not to re-invigorate the effort
– Too much duplicate manual effort was being expended by both transformational
and ongoing operational initiatives
– Increasing availability, performance and service levels made a CMS mandatory

Approach to Delivering Sustainable Value
- Where are we now?
25+ “Trusted”
Data Sources
Manual CI
Updates
APM
Team
CM
TEAM
Inputs Interfaces
Outputs
ITG
SME
3
Spreadsheets
SMDB
ITAM
APM
Auto
Discovery Tool
HP
uCMDB
CI Validation &
Verification
CM
TEAM
Current Gaps & Issues
1. 25+ disparate, non-integrated data sources
2. Custom built “Exchange” integration adaptor between HP uCMDB & CA CMDB
3. CI’s not auto-discovered are input manually by the CM team
4. CI validation & verification occurs in multiple locations
5. Multiple views of configuration data
6. Limited value for ITSM processes
7. Minimal CI control
1
4
2
Exchange
Adapter
7
Operational 5 Reporting
Application maps are
manually created and
maintained
CA CMDB
6
CI Data Used
CI Data Rarely Used
CI Data Never Used
Incident
Management
Problem
Management
Change
Management
Capacity
Management
IT Asset
Management
Disaster
Recovery
DC2 Migration
Enterprise
Monitoring

What is a CMS vs. CMDB?
A CMDB is “database used to store Configuration Records
throughout their Lifecycle”
The Configuration Management System (CMS)
“maintains one or more CMDBs, and each CMDB stores
attributes of CIs, and relationships with other CIs.” *
Integration Layer (Integrated CMDB)
• This CMDB is a meta-database that serves to
integrate data from all federated sources within the
CMS
• Only those CI’s that will be managed under
change control are represented.
• HCSC: CA Service Desk currently supports
this function
Data Layer
• Various repositories, including other CMDB’s,
comprise the full scope of trusted sources for
configuration item data in the enterprise
• Only CI and CI attribute data that is managed
under change control is federated to the integrated
CMDB
• HCSC: HP uCMDB will act as a federated data
source that will supply auto-discovered CI’s
and dynamic application mapping data to the
integrated CMDB.
*ITIL v3 Service Lifecycle Publication
Configuration Management System (CMS)
Logical CI Record
Only data that cannot be
found in a federated source is
stored and maintained in the
Integrated CMDB
Integrated CMDB
Data from trusted sources is retrieved dynamically by
the Integrated CMDB only when requested thereby
minimizing duplication of data
Trusted Source Trusted Source
Where they are working, leverage
automation and decentralized
processes for CI maintenance
As opposed to the monolithic CMDB, the CMS allows trusted sources to be federated over time, and as needed, to
realize incremental value en route to a fully mature configuration management system.
Trusted Source

Approach to Delivering Sustainable Value
- Where are we going?
HP
uCMDB
Inputs Interfaces
Outputs
Auto Discovery & Federated
Data Sources
APM
1
OVO
CI Validation & Verification
CM
TEAM
ITAM
Future State Objectives
1. Federation with trusted, authoritative sources of data
2. Use of out of the box (OOB) wherever possible tool
integrations to populate the CMDB
3. Governance model established to ensure accurate
management of CIs by CI owners (ITG SME’s)
4. CI validation and verification occurs at CMDB
5. Single view of configuration data
6. CMDB has both dynamic and static CIs
4
2
Reporting &
Operational
CA CMDB
Application Mappings
Automatically Maintained
Controlled & Mapped CI’s
Inventory Repository
App
3
CI Management
ITG
SME
5
6
Incident
Management
Problem
Management
Change
Management
Capacity
Management
IT Asset
Management
Disaster
Recovery
DC2 Migration
Enterprise
Monitoring
Value
-Improved MTTR
-Reduced P1 incident volume
-True impact of service
disruption
-Improved trend analysis
-Systematic removal of
known errors
-Single view of environment
-Improved impact analysis
-Business impact of change
-Capacity planning
-Automated provisioning
-Historical utilization reports
-Inventory discovery
-Asset lifecycle management
-Software management
-Clear view of Prod vs. DR
-Faster system recovery
-Accurate view of
environment and how it is
configured
-Faster requirements
development for DC2
-Enable proactive monitoring
-Enhanced event correlation
& analysis

Approach to Delivering Sustainable Value
- Configuration Management Foundational Strategy
• Improved customer
satisfaction resulting from
customer impact visibility at
all levels within the
infrastructure
• Improved service
availability due to real-time
infrastructure visibility to the
entire commercial
application portfolio
• Improved service availability
due to real-time visibility to
mission critical application’s
Infrastructure
• Enhanced audit and
inventory control function due
to expanded auto-discovery
capabilities
• Improved service availability
due to static application
mappings
• Elimination of manual CI
control processes
Stakeholder Scope
Business Management Groups
• All enterprise applications mapped and
maintained automatically via CMS
Service Management Groups
• Mission critical top 20 SLA
application mappings
maintained automatically
Infrastructure Management Groups
• Enterprise application portfolio
mapped and manually maintained
• Auto-discovery capabilities extended
to encompass the enterprise
technology stack
• HP uCMDB v9 upgrade completed
• CMS enterprise governance
model defined and
implemented
Inventory Control
• Departmental data repository
migrations/federation completed or
acceptance plan in place
• Process gaps identified and
mitigated (ITSM, ITAM,
Enterprise Monitoring, etc.)
• Process Definitions / Roles /
Responsibilities Updated
• All LBOMs completed for DC2
migration
• Reporting strategy execution
2011 (Q2-Q4) 2012 (Q1-Q2) 2012 (Q2-Q4)
Service Management Operations
• CMS/CMDB
becomes the
authoritative
source for
DR planning
and control
End-to-End Service Manamement
Functional Scope

Approach to Delivering Sustainable Value
- Configuration Management Release Maturity Plan
Consumers
Data Owners
1
2
October
January
April
July
2011
2012
2012
2012
Release 1 Release 2 Release 23 Release 24 Release 25
CASD Users – Manual Mapping of All DCII
Applications 1
DB2, WebSphere, SAN and AIX (P-Series)
Frames - Enhanced Auto-Discovery
capabilities 2
Upgrade of HP UCMDB v8 to v9
Re-platform of UCMDB into Prod 2.0
Re-Implementation of Exchange to support UCMDB
upgrade
Implementation of Z/OS Auto-Discovery Tool to the
Mainframe Environment
DCII Document Refresh
Ability to see application to
infrastructure mapping based on DCII
LBOM and Visio documentation
Establishment of baseline information
needed in the CMS to appropriately
map applications and maintain
documentation
1
2
3
4
5
6
7
1 SLA Application - Alineo – Proof of Concept 1
Migration of Valid DB to App Relationships
from EDBA 2
CASD Users – CI Owner Contact Information 3
CASD Users – Manual Mapping of All DCII
Applications Completed
TLM - MS SQL Server – Technology Trend
Report 4
Application Owners – Alineo - Automated
application infrastructure diagrams 5
P-Series (AIX), EAS – Report 6
DB2 Distributed – Report 6
SAN Infrastructure – Report 6
All – Config. Mgmt Critical Data
Workbook (CMCD) 7
AssetGen – Implementation, Configuration for Pilot –
Alineo 5
SMDB Feed to Exchange – Implementation– SMDB
Migration Phase 1
Exchange Feed to CA CMDB – Enhancements to Support
Greater Attribute Synchronization
UCMDB to BSM 9 Federation - POC
Discovery Verification
Application Mapping Workshop
Knowledge-Release Management Integration for
Executive Highlights
Pilot ability to track CI relationships at
the point of change and auto-populate
application and infrastructure maps
(currently these are manually
maintained)
Fulfills Information Security database
audit need
Streamlines access to CI data for
escalation, verification, and planning
The ability to monitor and audit
technology upgrades
Pilot ability to view application
infrastructure dependency data in an
accessible, user friendly interface
Provides auto-discovered data for
validation & gap analysis/trending
through scheduled reports
Provide interim capability to view
application mapped infrastructure from
operational data stores
Application Mapping
~10 SLA Applications TBD – Phase 1
Migration of Valid DB to App Relationships from
DB2 Authoritative Source
Stakeholder Deliverables
Event and Problem Management – Autodiscovered
Application and Infrastructure
Relationships
TLM - WAS – Technology Trend Report
Application Owners – TBD - Automated
application infrastructure diagrams
All – Proportion of critical LBOM Fields
migrated to the CMS
WebSphere – WAS Map Report
Technology
AssetGen – Enhancements - ~10 SLA auto-mapped
applications
Migrate SMDB Reporting to Exchange – Implementation –
SMDB Migration Phase 2
Exchange Feed to CA CMDB – Enhancements to
Support Aging
Continued migration of additional data feeds from DRTA
to CMS (SMDB)
UCMDB to BSM 9 Federation - Implementation
Integration of Z/OS data into the CMS
Governance/Process
Documentation Versioning
AssetGen – Map Verification
UCMDB – Map Verification
Value Added for Stakeholders
Remaining SLA Applications TBD – Phase 2
Change Management –Auto-discovered
Application and Infrastructure Relationships
All – Remainder of critical LBOM Fields
migrated to the CMS
Migration of SMDB into the CMS – SMDB Phase 3
Exchange – Enhancements to support the migration of
SMDB
Continued migration of data feeds from DRTA to CMS
(WebSphere)
CMS Guiding Principles:
• Customer first
• Incremental action rules
• Market successes
~20 DR Critical Applications – Phase 3
Migration of EDBA into CMS
Exchange – Enhancements to support EDBA migration
Completion of data feed migration from DRTA to CMS
with CMS assuming the majority of operational mapping

Value Delivered
– Use Case #1 – New High Density Data Center Buildout
– 170 Tier 1 application LBOMs developed to support migration to new data center
– 2
– Use Case #2 – Disaster Recovery & Business Continuity
– CMS designed to include both static and dynamic CIs to drive adoption
– Governing the TLM initiative focused on hardware and software enterprise
standards (i.e. Standard Reference Architecture)
– Use Case #3 – Service Level and Problem Management
– 170 Tier 1 applications auto-mapped for dynamic visualization and report delivery
– CI governance model where authoritative data source owners manage changes
– Integration with the Service Desk, Command Center and Change and Incident
Management processes

Lessons learned
– No tolerance for a big bang approach - implement Quick Wins that
demonstrate measurable value to specific stakeholder/consumer
groups within 3-6 months
– Data governance, accountability and ease of updating are critical
– Remember, information is your service and outputs your products
– Automate only where it makes sense, don’t get mired in the
technical weeds and “draw the line” on CI discovery depth
– Federate rather than consolidate wherever possible
– Gain executive commitment to gain peer buy in
– Don’t be shy – market your successes and build on them
– Communication, Communication, Communication
13

Q&A

thank you
Contact Information:
Joe Nocera
Email: joseph.nocera@us.pwc.com
Office: (312) 298-2745
Christian Iantoni
Email: christian.iantoni@us.pwc.com
Office: (312) 298-2913
© 2010 PricewaterhouseCoopers LLP. All rights reserved. "PricewaterhouseCoopers" refers to
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and should not be used as a substitute for consultation with professional advisors.

Related Technologies
– Booth 448 – CA Service Desk Manager, CA Technologies
– Booth 441 – CA Service Catalog, CA Technologies

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