Novell ZENworks® & ITIL

Mark Schouls

ZENworks Product Manager (fresh form the consulting front lines)

Novell, Inc.

Jason Werner

ZENworks Product Marketing Manager

Novell Inc.

Objectives & Overview

Session Objectives:

ITIL Defined

ZENworks & ITIL Components Mapping

ZENworks best practices from current ITIL implementations

ITIL 101

the acronym for the “IT Infrastructure Library”

ITIL

A set of books describing best practices

At its cheapest:

Training, Consulting, RE-engineering, Payoff

Not to the specific “hows”.

Realistically:

ITIL Overview

Financial Management for IT Service

IT Service Continuity Management

Capacity Management

Service Level Management

Availability Management

Service Delivery

Service Desk

Incident Management

Problem Management

Configuration Management

Release Management

Change Management

Service Support

ITIL Guides

Service Support - describes the related components that provide stability and flexibility for IT services. It deals with identifying and recording IT configuration items, incidents, problems and changes, including:

Service Desk (Function)

Incident Management

Problem Management

Change Management

Release Management

Configuration Management

ITIL Guides cont.

Service Delivery - describes the processes necessary to deliver quality, cost effective IT services, including

Availability Managements

Capacity Management

IT Service Continuity Management

Service Level Management

Financial Management for IT Services

Security Management - covers security from the service provider standpoint and identifies how security management relates to the IT Security Officer.

ITIL Certification Program

ITIL Essentials/Foundation

Concepts, Terms and Process

2-3 Days, 1 Hour Test

ITIL Service Manager Certification

Design

Implementation

Management

10 days, 6 hour test

ITIL Executive Management Certification

Executive sponsor focused

Business Case & Research

2-3 days, 1 hour test

ITIL Role Specific Certification

Role/process component specific

2-3 Days, 1 hour test

ITIL: Why do I care:

Support for the business processes.

Definition of functions, roles and responsibilities (inside and out).

Reduced expenditure in developing processes.

IT services which meet particular businesses need.

Improved customer satisfaction through better and measurable IT service quality.

Improved productivity knowledge and experience.

Systematic approach to quality management.

Improved employee satisfaction.

Improved communication and information between IT personnel and their customers.

Willingness to become more customer and service-oriented.

In addition, with the help of ITIL, a clear body of terminology is to be created in the service management sector.

Product value and ITIL Business benefits

The ZENworks ITIL fit

ZENworks components

ITIL

ZENworks enables and automates ITIL processes

Configuration Manager

Release Manager

Change Manager

Configuration Management

Planning: what will you track and why?

Hardware

Software

Ownership

Collection of Configuration Items (CI's in ITIL speak)

Status reporting

Audit of CI's

ZENworks & Configuration Management

ZENworks components

Release Manager

Change Manager

Info for Service Desk

Software Audit

Regulatory compliance

Collect

Report Software

Report hardware

Configuration Manager

Release Management

What's in a Release?

Hardware, software or combinations

Ownership, Dependencies, Resolution, Rollout planning, Sign off, Contingency plans

ZENworks & Release Management

ZENworks components

Configuration Manager

Change Manager

Hardware

Software

Combinations (Hardware and Software)

Ownership

Release Manager

Dependencies

Resolution

Roll-out Planning

Sign Off

Contingency plans

Application Synchronization Flow

ZENworks and Release Management

Scripting

Environment

Integration Lab

Environment

Production

Environment

Core Document

Library

Script application

routine

Silver Application

moved to the

Integration Lab

Tree

Golden Application

moved to the

Production Tree

Test application

scripting routine

Test application

scripting routine

Select target

locations for

applications

Pass?

Pass?

Does app need

major revision?

Discard application

and run full

procedure again

Select target

locations for

applications

Pass?

Test application

scripting routine

Document application

scripting results

and requirements

Yes

Yes

No

No

Yes

Yes

Does app need

re-documenting?

No

Filed in document

library

Yes

No

Change Management

Change Management: take advantage of opportunity vs. reacting to emergency

Adapt IT to business needs. Not IT for IT sake...

Trigger words “Wouldn't it be cool if...”

Negating Risk associated with Change

Keep the “S” in SOE

ZENworks & Change Management

ZENworks components

Configuration Manager

Release Manager

Standardized

Quick, Secure Response

Adaptable and Customizable

Change Manager

Detect

Distribute

Patch

Question & Answer

2003-12-08T12:43:39