ZENworks and the ITIL Framework
What You Can Do Today

Mark S Schouls

ZENworks Product Manager

Novell, Inc.

Jason Werner

ZENworks Product Marketing Manager

Novell, Inc.

Overview

The ITIL Framework in a nutshell

Where does ZENworks fit today?

“Top 10” suggestions

What are we doing about all this ITIL stuff?

What are you doing about all this ITIL stuff?

The ITIL Framework in a Nutshell

So... what is ITIL exactly?

A comprehensive set of best practices that focus on high quality IT service delivery and business efficiency. It includes methods for:

IT planning, models, processes, and outlines the required roles to execute these processes.

The ITIL framework also establishes the working relationship among an organization's service providers, including...

The service desk, application developers, roll-out teams, network managers, building technicians and outside contractors.

It calls for unified processes for all service providers in an organization, allowing them to work together and coordinate projects more easily.

The ITIL Framework in a Nutshell

But the ITIL framework is just that... a “framework”

Methodologies have been defined to a great extent, but need to be refined to fit your organization, and your goals.

If one of the processes is bad, it will have an affect on your service quality until you resolve the issue.

The process of defining your processes is an ongoing effort.

It can take time, and should be looked at as time well spent if you are serious about its implementation.

The ITIL Framework in a Nutshell

Where Does ZENworks Fit Today?
Configuration Management

Getting accurate configuration information information in front of those who need it, such as network planners and help desk technicians, is a critical step in streamlining support processes.

A well defined, architected, implemented, and maintained Inventory system to manage the collection and roll-up of workstation software and hardware inventory.

Tie together disparate systems using Novell Identity Manager... such as Active Directory, Remedy, SAP, PeopleSoft, etc.

Auditing of corporate devices such as desktops, handhelds, and servers, across platforms, with reporting features.

Where Does ZENworks Fit Today?
Release Management

ZENworks can greatly assist in establishing and facilitating a Release Management plan and needed procedures. ZENworks, in companion with well-defined Release Management processes will yield a framework that allows the administrative and testing teams to create applications and move them throughout development and testing processes in an automated fashion and reduce the time required to manually move applications to the production space.

Where Does ZENworks Fit Today?
Change Management

We are really talking about policy here...

Most organizations have a Change Management system in place. We propose that you simply investigate that system, and define ZENworks (desktop, handheld, server) policies around those.

Desktop, handheld, server lockdown

Imaging policies and procedures... why and when should I?

Modernizing and simplifying the process of propagating standard applications, patches, and other data across the corporate infrastructure.

Where Does ZENworks Fit Today?
Let's Take a Look at ZENworks/ITIL in Action

Layer 4 Switch

Head Quarters

Devices include:

Laptops, workstations, handhelds and tablets

Tier 1

Backend Systems

Tier 2

Middle Tier

Server Environment

Branch Office

Tier 3

Branch

Appliance Systems

WAN

T1

Single DNS Record

Layer 4 Switch

Layer 4 Switch

Scripting Environment

Core Campus Locations

T1

T1

T1

Public

Internet

Demilitarized Zone (DMZ)

Laptop PCs

Tablet PCs

“Top 10” Suggestions

Secure executive sponsorship from someone that will champion the project's objectives and successes their executive peers.

Create an Application Steward to be responsible for organizing your applications and and work with your Release Management teams to ensure proper processes, including authorization and deployment.

Maintain documentation of your Configuration, Release and Change Management processes.

Define policies that outline the amount of testing required of a Release, based on acceptable risk and criticality.

Develop a remediation plan for the deployment of application and operating system patches.

Standardize the configuration of as many devices as possible to eliminate “one-offs” in your environment.

Utilize an isolated ZENworks environment for the development, scripting, and testing of Release before they are introduced into your production environment.

Review and standardize your production ZENworks architecture, directory structure and naming conventions.

Centralize management processes were possible, while allowing for deviations because of efficiencies and costs.

Invest in training to fully understand the ZENworks capabilities.

Actually... Make That “Top 11”

There are many more things that you have to consider, and we could likely spend days on recommending certain things... but one of the most important things to keep in mind is...

ITIL is not a walk in the park... take your time, invest wisely, and if you do not have the internal resources to handle the process of certifying your organization, then engage someone who does!!

So What are We Doing about it?

Development of formal methodologies, and documentation around ZENworks and ITIL.

Novell Consulting is already taking this to the streets, and implementing these framework in several large ZENworks accounts.

Formalizing a story around ZENworks and ITIL... we figure it shouldn't be a secret!!

Looking how we can further integrate with the framework and other key, strategic parts of the organization.

So What are You Doing about it?

Who currently works for an organization that is doing one of the following...

Looking at implementing ITIL... so really the discovery phase right now?

Engaging with 3rd parties, educating themselves, etc.

Engaged in the process of implementing the ITIL Framework?

Beyond the discovery phase, it's now full steam ahead

Works for a partner that assists organizations with implementing ITIL or a varient of it?

If you have, or have started implementing ITIL methodologies... has it changed things for the better?

Open Forumn

BOF04

2003-12-08T12:43:39