Case Study:

Service Asset & Configuration Management (SACM)

Lack of trust in the CMDB. With no effective processes in place to manage the lifecycle or data contained on a Configuration Item within the CMDB, no one trusted the CMDB to provide the right information. There was an immediate need to design, build and deliver a solution to remediate that issue.

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Highlights

0%
Release Defects
5 STAR
CSAT Rating
7
Major Releases & 18 Demand Outcomes achieved.

"

" Many thanks for all the efforts from CSX, a great set of outcomes achieved. I look forward to continuing to work with you in the future! "

"

Head of Group IT Service Management

Lack of trust in the CMDB.

With no effective processes in place to manage the lifecycle  or data contained on a Configuration Item within the CMDB, no one trusted the CMDB to provide the right information. There was an immediate need to design, build and deliver a solution to remediate that issue.

The CSX Plan for creating trust in the CMDB

Having completed a Pulse assessment, a number of key themes were identified that would bring the control the client wanted to the CMDB. This involved the introduction of a workflow driven CMDB Demand Management process to agree, define and prioritise the required business and technical outcomes of the client, standing up of a CSX Delivery Management Team to execute against those outcome and a published CMDB Roadmap.

CSX Delivery Management

The Delivery Management team defined and executed against a consistent, structured approach based on the Release Management cadence of the client. In this instance a monthly major release schedule broken in to 4 key areas

·      Demand Review/Approval

·      Analysis and Design

·      Build and Test

·      Release to Production

Following recognised best practice through each phase, communication with the wide stakeholder community was established through weekly forums to inform the client on what was coming, when it would arrive and how to take advantage of new capability and functionality

CSX Delivered control of the CMDB.

CSX delivered full control of the CMDB back to the client. A combination of federated and centralised capability which allowed them to manage the full lifecycle of all Configuration Items.

Leveraging several out the box capabilities such as Proposed Change, Product Management and Certification; data quality, along with missing data could now be managed by the appropriate CI Owners, significantly increasing the quality and depth of the CMDB and in doing so bring the trust required by the client organisation to recognise the CMDB could now be a single source of truth.

Using Performance Analytics all the IT Controls for the CMDB were made available via dashboards to show compliance against those controls, including the overall health of the CMDB.

Key Client Information:

- Stock exchange and financial information company. - Over £2 bn Annual Revenue.

Staff Size:

N/A

Location:

Munich, USA, Canada, UK, Singapore, Australia, Hong Kong

Snapshot Of Problem:

- Poor quality /missing data for CMDB Configuration Items - Non-standard ways of working - Fragmented processes for data management - No Service Mapping capability - Recognised as ‘no trust’ in the CMDB

Snapshot Of Solution:

- Delivery of SACM Demand Management - Mapping of critical business applications - IT Controls Dashboards - Health Dashboards / KPIs - CMDB Governance model - Workflow automation - Updated CDMB Data Model (aligning to the SN CSDM) - Federated ‘self service’ data management via Proposed Change - Full CI Lifecycle Management

CSXecuted with:

Areas for CSXellence:

Operational Efficiency

Driving the waste out of IT costs through 3rd party contract efficiency, process and people.