Integrating CA Software Change Management with CA Service Desk Manager for Enterprise Change Control

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Integrating CA Software Change

Management with CA Service

Desk Manager for Enterprise

Change Control

Keith Allen

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Terms of This Presentation

This presentation was based on current information and resource allocations as of October 2009 and is subject to change or withdrawal by CA at any time without notice.

Notwithstanding anything in this presentation to the contrary, this presentation shall not serve to (i) affect the rights and/or obligations of CA or its licensees under any existing or future written license agreement or services agreement relating to any CA software product; or (ii) amend any product documentation or specifications for any CA software product. The

development, release and timing of any features or functionality described in this presentation remain at CA’s sole discretion. Notwithstanding anything in this presentation to the contrary, upon the general availability of any future CA product release referenced in this presentation, CA will make such release available (i) for sale to new licensees of such product; and (ii) to existing licensees of such product on a when and if-available basis as part of CA maintenance and support, and in the form of a regularly scheduled major product release. Such releases may be made available to current licensees of such product who are current subscribers to CA maintenance and support on a when and if-available basis. In the event of a conflict between the terms of this paragraph and any other information contained in this presentation, the terms of this paragraph shall govern.

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For Informational Purposes Only

Certain information in this presentation may outline CA’s general product direction. All information in this presentation is for your informational purposes only and may not be

incorporated into any contract. CA assumes no responsibility for the accuracy or completeness of the information. To the extent permitted by applicable law, CA provides this document “as is” without warranty of any kind, including without limitation, any implied warranties or

merchantability, fitness for a particular purpose, or non-infringement. In no event will CA be liable for any loss or damage, direct or indirect, from the use of this document, including, without limitation, lost profits, lost investment, business interruption, goodwill, or lost data, even if CA is expressly advised of the possibility of such damages.

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4 October 9, 2009 [Enter presentation title in footer] Copyright © 2009 CA

Session Objective - 1

In this session you will learn about the opportunities and

benefits of integrating:

> CA Service Desk Manager (including CA CMDB) with

> CA Software Change Manager and

> CA Endevor

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5 October 9, 2009 [Enter presentation title in footer] Copyright © 2009 CA

Session Objective - 2

The second session then looks at taking the finalised

objects as developed and moved through the life cycle into

a production environment through software distribution.

The final stage looks at both the mainframe and Distributed

deployment areas.

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6 October 9, 2009 [Enter presentation title in footer] Copyright © 2009 CA

Agenda

> The integrated CA change management linked suite

> Where does one start the process from ?

The SDM flow path

The PPM flow path

The Software Change Management flow path

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Project portfolio management (PPM) Demand , Financial, Resource Rele ase Enterprise Software Change Management Incident, Problem, Change, CMDB Management

The Integrated CA Change Management

Linked Suite

> Integrates and unifies

processes

> Addresses both

software and

operational changes

> Eliminates data entry

errors

> Provides status and

resource visibility

> Tracks costs of change

> Applies best practice

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8 October 9, 2009 [Enter presentation title in footer] Copyright © 2009 CA

> CA Service Desk Manager r12.1

What it is

– CA Service Desk Manager is the industry’s most complete

ITIL® service desk product, integrating:

Incident,

Problem,

Change,

CMDB,

Application Dependency Mapping,

Knowledge and Support Automation

into a single product to deliver fast time to value with low

total cost of ownership.

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The CA Service Desk

Manager Solution

Change CA CMDB Infrastructure Management Application Dependency Mapping (CA Cohesion) Incidents Self Service Support Automation Incident Problem Knowledge Mainframe Analytics (BOXI)

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SDM Reporting - CA Business

Intelligence

> Full version of Business Objects

XI Premium with Web Intelligence

Delivered out-of-the-box at no

additional cost

Over 130 pre-designed reports

> Provides simple drag-and-drop

ad-hoc reporting

> Utilise system security

> Reports library for each Role

> Linked to CA Software Change

Manager and Endevor

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CA CMDB Native Content & Federation

CI Family CI Attributes CI Relationship

CA CMDB Catalyst CMDBf API Federation Adapters Mainframe 3rdParty MDR CA NSM MS SCCM Spectrum SAM CA Wily APM Spectrum IM Spectrum DCA Service Catalog CA ITCM (UAM) CA Cohesion CA … MDRs

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12 October 9, 2009 [Enter presentation title in footer] Copyright © 2009 CA

The Integrated CA Change Management

Linked Suite

Change

Mgmt. VersionMgmt. Mgmt.Appl Mgmt.Build

Process Mgmt. Release

Mgmt.

ITIL CMMI Compliance Process Management

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13 October 9, 2009 [Enter presentation title in footer] Copyright © 2009 CA

> CA Software Change Manager r12.1 and CA Endevor r12

provide the bases covering:

Process Driven

Flexible Life Cycle, Custom Forms, Notification

Approvals, Open API with extendable process

Source Code

Management

Versioning, Code Merging, etc.

Feature Rich

Interfaces

Web, IDE Integration, Command Line, etc

.

Metrics &

Rich Reporting on Who, What, When

Analysis

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14 October 9, 2009 [Enter presentation title in footer] Copyright © 2009 CA

> Comprehensive SCM functionality:

Central Secure Repository

Application Change Management

Version Control

Full Audit & Traceability

Concurrent/parallel development support

Build & Release Management

Forms Management

Web & Windows GUI

Scalable Architecture

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15 October 9, 2009 CA Software Change Manager - Copyright © 2008 CA

The Complexity of Managing Change

Infrastructure Mgt & Operations Application Development Change Management Interna l RFC’s Apply Changes Business Users • Incidents / Bugs • Requests Service Desk Requirement Changes RFC’s Release Management Demand Mgmt Strategic Change Initiatives Portfolio Management Business Analysts • Requirements • RFC Pre-approved changes Change & Release workflow Mgt Managing change

•Review change impact •Approvals Change Projects Software Packaging Incident Mgt Problem Mgt RFC’s Project Management CA Clarity

CA Service Desk Manager

CA Software Change Manager

Source code Versioning / configuration Provisioning Request Mgt CA Service Catalog

CA ITCM and CA ITAM

Business

Operations

Application Release Automated provisioning Patch Management HW/SW Deployment • CMDB

• Identify change impact

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16 October 9, 2009 CA Software Change Manager - Copyright © 2008 CA

Integrated Process is Everything

QA Tests Change

Change Advisory Board

(CAB) Approves Changes

Developer Makes Change

Business Requests a Change

Change or Release

Management

Releases Changes

In Reality Each Team has its own set of processes and needs, and what is needed is Role Focused Integrated User

Interfaces into a Unified set of Process.

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17 October 9, 2009 [Enter presentation title in footer] Copyright © 2009 CA

Agenda

> The integrated CA change management linked suite

> Where does one start the process from ?

The SDM flow path

The PPM flow path

The Software Change Management flow path

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Process walkthrough

> Walk through the Life Cycle for closed loop Application Change

and Configuration Management from inception to final

deployment.

Products involved:

– CA Service Desk Manager, CA Software Change Manager

(CA SCM), IT Client Manager (ITCM), CA Cohesion/CA

CMDB, OpenMake Meister, CA SOA IB.

> Benefits

Accelerate the Release Management process by providing

seamless integration between all products within the solution.

Increase visibility and improve audit capabilities

> Capability Highlight

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> Change Request creation in Service Desk (RFC)

Follow the RFC into CA SCM in Development

– In Development we will make the required code changes

called out in the RFC.

> Deployment of the SCM Packages

Verify that the packaged components in CA SCM have

been deployed successfully via IT Client Manager

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Creating RFC in Service Desk

Data fields transferred

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Workflow associated with the ECM

Change Category

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Successful “Initiate” of

sequence 100

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Showing the link through

the SOA-IB

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Activity log output showing

SCM package creation

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Package successfully created in CA

SCM

Note the data migrated from Service Desk to

CA SCM in the form

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Clarity Project updated with

RFC and link to SCM

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Clarity Project updated with RFC

and link to SCM

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Managing the SCM changes –

Endevor Package View

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Managing the SCM changes – Common

IDE (Eclipse)

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CA Endevor package (+EP)

updated with RFC

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Feedback to Service Desk that

Change Order has been promoted’

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Clarity Project updated with RFC

and link to SCM

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Summary

> Manage, prioritise, and allocate resources for both

planned and unplanned changes

Proactive vs. reactive project, and portfolio

management

Formalise and track ad-hoc,

unplanned changes

> Reduce project failures due to

cost and resource re-alignment

for "emergencies"

> Measure and minimise cost and

risk associated with unplanned changed

> More effective delivery estimation and

better on-time delivery record

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35 October 9, 2009 Enterprise Wide IT Process Management Copyright © 2007 CA

Successful Field Integrations Validate the Solution

> ING Bank

 Clarity customer adds Service Desk and CA SCM

> C & S Wholesale Grocers

 Centrally control and coordinate change to improve service levels

 Clarity + Service Desk + CA SCM

> Wachovia Bank

 Automate and integrate processes across the application lifecycle

 Clarity + CA SCM

> Commonwealth of Massachusetts

 A single point of entry for customers to request and monitor all of the support,

services, and products provided by IT

 Clarity + Service Desk

> Virginia Farm Bureau

 Replaced Microsoft Project, SMS, Visual Source Safe

 Clarity + Service Desk + CA SCM

Figure

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