www softwaretoolhouse com Meta-Update Management Summary Meta-Update in

www. softwaretoolhouse. com Meta-Update Management Summary Meta-Update in a Nut Shell ARS / ITSM Pain Points, How Meta. Update Helps Features & Benefits Customer Case Studies Software Tool House Services Software Tool House Inc Software Tool House is a BMC Partner Ben Chernys 2012 -Mar-15 Release 5. 17

Agenda www. softwaretoolhouse. com Objectives Meta-Update in a Nut Shell ARS / ITSM Data Pain Points How Meta-Update Helps Meta-Update Features & Benefits Customer Case Studies Software Tool House Services

Meta-Update In a Nutshell www. softwaretoolhouse. com ETL – Extract Transform Load – Scripting tool • Meta-Update allows any BMC Remedy administrator / developer to automate any ETL data operation. with no staging forms, workflow, customizations, or server changes with no need for API or programming skills

Meta-Update In a Nutshell www. softwaretoolhouse. com Easy, Quick, Robust — Savings for any Remedy shop Simple One single “ini” file No Staging forms and Merge workflow Scripts can be done in minutes Time To Market Order of magnitude reductions in time and efforts Clean Auditable Uses BMC Remedy API Logging with full control No ARS / ITSM server changes Configurable Record Audits No -ITSMCustomization Remedy Client Logging

Meta-Update In a Nutshell www. softwaretoolhouse. com Time and effort savings Sample CSV CI Import Lists of Login IDs need to build CI Associations. Needs 2 nd CSV to get Class, CTI. A Used. By and Owned. By columncontain lists and need to generate appropriate associations. Class dependent attributes. BMC_Disk “Size” attribute is a decimal. Needs normalization.

Meta-Update In a Nutshell www. softwaretoolhouse. com Methods Tasks Prepare table Develop mapping Develop workflow Develop Script Dev Corrections Documentation QA Total man-days Costs permanent employee Time to market in calendar months Assumptions Time and effort savings Sample CSV CI Import ARS Import Template- Migrator Export, based DSO staging Products Panacea forms, workflow 4 0 25 0 10 5 5 #N/A 49 $30, 625 2. 5 Fully burdened annual employee costs Paid holidays Work days in year AIE ARS Perl Java API c API SQL Meta-Update 4 1 25 0 10 5 5 0 0 0 15 5 5 5 0 0 0 20 5 5 5 #N/A 0 0 0 1 1 1 5 50 30 $31, 250 $18, 750 2. 5 1. 5 $150, 000 20 260 Done in tw o hours for a live WWRUG Presentatio n 8 35 30 $18, 750 $21, 875 $5, 000 1. 5 1. 8 0. 4 § Adequate skills in required areas assumed. § Management overhead can fluctuate wildly and is not considered. § Columns marked #N/A exceed staging forms and do not provide CSV handling required.

Meta-Update In a Nutshell www. softwaretoolhouse. com Time and effort savings Sample CSV CI Import CSV Automation Methods Comparisons 4 Time to Delivery in Months 3 2 1 wo S rk Imp flo o Te w rt, st m ag pl at in eg ba fo Mi rm se gr d s, at Pr or od DS uc O ts Pa na ce a AI E AR S Pe rl Ja va AP I Costs in Tens of thousands Done in tw o hours for a live WWRUG Presentatio n AR te L ta -U pd a SQ Me c AP I 0

ITSM Data Pain Points www. softwaretoolhouse. com ITSM Data Pain Points Complex Not Documented Hierarchical chains of records in many forms Hidden Redundant References Migrations Migrating data across ITSM releases are significant undertakings Migrating legacy data or data from other systems is almost impossible Onboarding Can be a complex, time consuming, expensive ARS or ITSM development task using staging forms and merge workflow, Atrium Integrator and a host of tools. Validations Validating, Merging, Changing Foundation data Migrating Configuration Data Across Environments

Current Set of Tools www. softwaretoolhouse. com ARS Import Export Templatebased Products Manual exports to CSVs, Excel to change values, manual imports. Automated with staging forms and import workflow: a time-consuming, expensive Workflow Project. Must use supplied templates. Can’t use your own or handle different sources. Manual validation and firing. Automated with staging forms and import workflow. Migrator DSO AIE API Perl Java c SQL Automated with complex Merge workflow. Sure way to automate. Dangerous to the integrity of the ARS system data. May require changes to application. Workflow Project can approach API costs. Expensive and slow to develop. Usually needs outside, non. Remedy staff. A time-consuming, expensive, frustrating development project Expensive and slow to develop. Usually needs outside, non. Remedy staff.

How Meta-Update Helps www. softwaretoolhouse. com Scripting Tool No Server Changes No Workflow No API Needed Any Sources Meta-Update reads a simple ASCII script file, and performs your functions through the API. Replete with lookups, value transforms, file facilities, messaging and error handling. No server changes at all. No staging forms and complex Merge workflow. No changes to OOTB applications. No API programmers. No time-consuming, expensive, frustrating development projects. Your ARS staff easily implement any automation. Pain Gone! Handle CSVs of any type – even with line feeds. Handle your own developed templates. Apply automatic value transforms. Use CSVs as Look Ups. Efforts Costs Time ROI is typically its first use. Reduce efforts and time to delivery by an order of magnitude.

How Meta-Update Helps www. softwaretoolhouse. com Meta-Update Jobs .

Features & Benefits www. softwaretoolhouse. com Features Debugger • Script debugger: set break-points, examine references and records. Auditable • Full logging of errors, error CSV, id log, ARS client logs. ARS API • All ARS workflow and security is followed. No Server Changes • Can be run entirely on client with no server changes or forms or software.

Features & Benefits www. softwaretoolhouse. com Features Value Transforms • Look. Up facility using SQL, ARS, CSV. • Regular Expression string extraction. Variable Targets • Schemas can be set in variables based on query and calculated data. Diary Fields • Diary entries can be iterated through and records created as needed. Attachments • Attachments can be moved and or saved (e. g. from HPD to WL). Robust Assignments • Script variables, full conditionals, routines, shortcuts, client and server processes.

Features & Benefits www. softwaretoolhouse. com Features ARS Output • Merge – with or without workflow, Submit or Modify. File Output • Create CSV files, HTML files, emails and so on. SQL • Interpreted SQL through the API allowing Delta jobs that don’t time out. Smart Updates • Running a job twice causes no problems. Updates are inhibited if no data changes. Multiple Servers • Make connections to multiple ARS servers for easier migrations.

Features & Benefits www. softwaretoolhouse. com Benefits Lower Development Costs • Scripts are trivial to write – at least an order of magnitude faster than any other method. Migrate Foundation Data Across Environments • No need to lock down production foundation data. Reduce ITSM Customisations Script Library • Any type of import can be done without merge workflow on staging forms. • Free proven scripts available for download.

Agenda www. softwaretoolhouse. com Customer Case Studies Logica: Meta-Update in Customer Implemented ITSM Migration a Nut Shell ARSDataport: Software Tool House ITSM Migration / ITSM Data Pain Points How. Met Office: Ad-Hoc Data Correction Script Meta-Update Helps Cassidian: Time & Benefits Meta-Update Featuresand Materials Migration Services Case Studies Software Tool House Services

Case Studies www. softwaretoolhouse. com Reference: Logica UK “Heavily customised” ITSM 5 → ITSM 7 data migration comprising Foundation and Transaction (Help Desk, Changes, Assets) for 400+ customers including 1500+ SLAs. Meta-Update migration scripts were entirely customer written by their off-shore team directed by the UK Transition Manager after attending a one-hour Web. Ex meeting with two colleagues.

Case Studies www. softwaretoolhouse. com Reference: Logica UK Transition manager: • "We had a mammoth task of migrating 400+ companies from ITSM 5. 5 to ITSM 7. 1. Initially this task looked very complicated as the 5. 5 system was highly customized to suit individual customer's requirements and the migration into mismatched schemas looked impossible. 1500 SLAs for these customers added to the complications. “But when we started evaluating Meta-Update, we saw some light. We can now migrate SLAs, implement complicated transformation rules, stamp mapping values by looking up external configuration files, read from multiple servers, etc. Best part is that once Meta. Update scripts are done and tested, you can repeat it for any number of times. “We are considering Meta-Update even for the post-migration maintenance to configure new companies and perform day-to-day checkups and analysis tasks. “I recommend Meta-Update for all those who want the flexibility of a scripting language to handle bulk ARS data. "

Case Studies www. softwaretoolhouse. com Reference: Logica UK Project manager: • "We were able to use Meta Update to migrate Foundation, Asset, SLM and Ticket data from ITSM 5. 5 to ITSM 7. The Meta Update tool enabled us to perform this complex migration for many customers in record time. With out Meta Update we would not have been able to achieve this task. “I’m more than happy with the Meta Update tool and have recommended Meta Update to other Remedy projects within Logica. ”

Case Studies www. softwaretoolhouse. com Reference: Dataport ITSM 6 → 7 “Transaction Data” Migration • • • 35 K Changes 65 K CIs 120 K Help Desk Tickets 120 K Associations 80 K Custom Records Fixed price • Milestone based payments

Case Studies www. softwaretoolhouse. com Reference: Dataport Migration across a weekend. Significant foundation data changes: Support Groups, Sites, Organisation data; substantial data cleansing; some missing requesters and support staff – all automated. Monday morning, all open tickets and changes were ready for work with attachments and diary fields in work logs, all associations in place, assigned to the correct people and groups.

Case Studies www. softwaretoolhouse. com Reference: Met Office “Bad ITSM migration” resulted in 12, 000 non-computer systems in CMDB Class Computer System. Had been worked a year: associated with tickets, changes, contracts, people, related to other CIs. A single Meta-Update script read a specification CSV that gave the source CTI and new target class. Script adjusted the Product Catalogue, replicated the CIs, duplicated all Work Logs, audit records, associations and relationships. A second run with a –del argument deleted the original CIs.

Case Studies www. softwaretoolhouse. com Reference: Met Office Fixed-price, ad-hoc script, developed in two days. Two days on site, to train and run. Two days additional support. Problem that had been in place for one year solved in a week with Meta-Update.

Case Studies www. softwaretoolhouse. com Reference: Cassidian / EADS New ITSM 7. 6 full suite installation. Migration from Customer Developed CMDB & Identity Management Database application as well as Support Staff, rights, groups, structure, Change & Task Templates, Approval Groups and members from 4 independent ITSM 6 servers. Meta-Update loaded all foundation data including People, Support Staff, Company Organisation, Sites, Operational Catalogue, Product Catalogue, CMDB CIs & relationships.

Software Tool House Services Overview www. softwaretoolhouse. com ARS / ITSM Consulting • Proven expertise in all aspects of Software Development from OS services to applications. • Proven expertise in ARS, all versions of ITSM, ARS, CMDB, API. • Solutions that work, adapt, and last. Meta-Update Training • Only tool of its kind. Develop your own data ETL automations, migrations, imports, extracts, quick and easy – with no programming skills at all. Meta-Update Scripting • With Meta-Update scripting, you get ad-hoc, on demand scripts with very quick turn-around. ITSM Migrations • Fixed price or Time & materials ITSM data migrations from previous ITSM releases, or legacy apps.

Software Tool House Services www. softwaretoolhouse. com Fixed Price ITSM Migrations

More Details www. softwaretoolhouse. com More Information ARS / ITSM Pain Points Meta-Update Overview More about ARS Pain Points More about Meta-Update

More Information www. softwaretoolhouse. com Next Steps www. softwaretoolhouse. com Ø Check out the web site Ø Pick up a trial licensewith our Live Install and Scripting 101 presentation Ø Download the Scripting 101 presentation and the Meta-Update User’s Guide Ø Look at the samples in the Script Library Ø Contact Us at www. softwaretoolhouse. com Software Tool House is a BMC Partner We Thank You for Your Time Ben Chernys +49 171 380 2329 + 1 403 240 4377

ARS / ITSM Data Pain Points www. softwaretoolhouse. com ARS Data Pain Points • All ARS Applications represent “Requests” by trees of data records. • Records in different forms are connected by referencing data in those records. Change Work Log Approvers Approvals Approvers Request Id Change Number Instance Id Request Id Instance Id Change Request Id Change Number Change Instance Id Three different keys for a single table. Dependent tables have their own set of different keys and various combinations of their parent’s keys.

ARS / ITSM Data Pain Points www. softwaretoolhouse. com ITSM Data Pain Points • The ITSM 7 Suite contains: Ø 1, 800 Forms Ø 25, 000 Active Links Data is represented Ø 8, 000 Filters by a complex web of differently related records and Ø 500 Join Forms tables. Reference fields, and tables, are undocumented.

ARS / ITSM Data Pain Points www. softwaretoolhouse. com ITSM Data Pain Points • The ITSM 7 Suite contains: Request IDs (field 1) are used as references. Reference fields, and tables, are undocumented.

ARS / ITSM Data Pain Points www. softwaretoolhouse. com ITSM Data Pain Points • The ITSM 7 Suite contains: On import, the symbolic name is looked up and the new ID reference is assigned. Reference fields, and tables, are undocumented.

How Meta-Update Helps www. softwaretoolhouse. com What is Meta-Update? • Meta-Update is an ARS API Data Scripting Tool. With Meta-Update, one develops proven, repeatable scripts that can be used over and over again. With Meta-Update, an ARS developer not a programmer can harness the power of the ARS API in record time!

How Meta-Update Helps www. softwaretoolhouse. com What is Meta-Update? • Meta-Update is an ARS API Data Scripting Tool. With Meta-Update, one develops proven, repeatable scripts that can be used over and over again. Meta-Update is a new way to harness the power of the ARS API: with no programming at all!

How Meta-Update Helps www. softwaretoolhouse. com References • ARS: • Meta-Update: $ Field $ $ Tag, Field $ Meta-Update extends the concept of a reference by specifying a record with a field. This allows multiple records’ field values to be referenced.

How Meta-Update Helps www. softwaretoolhouse. com References • ARS: • Meta-Update: $ Field $ $ Tag, Field $ A Tag is a reference to an ARS record, file record, SQL row, a named variable set, a diary entry, program arguments, the environment.

How Meta-Update Helps www. softwaretoolhouse. com References • ARS: • Meta-Update: $ Field $ $ Tag, Field $ A Field is an ARS field’s database name or id, a field defined in a file or SQL query, a program argument, an environment variable, assigned string variable name, regular expression extract, server or client process.

How Meta-Update Helps www. softwaretoolhouse. com References • ARS: • Meta-Update: $ Field $ $ Tag, Field $ With a few simple words, query results and files are iterated, records are looked up, references are made and used, and with all these Tags in memory at the same time, updates are made and files are output.

Meta-Update in a Nutshell www. softwaretoolhouse. com What is Meta-Update?

Scripts www. softwaretoolhouse. com Assignments What is Meta-Update?

Scripts www. softwaretoolhouse. com Iteration What is Meta-Update?

Scripts www. softwaretoolhouse. com Output What is Meta-Update?

Scripts www. softwaretoolhouse. com Launch What is Meta-Update?

Scripts www. softwaretoolhouse. com Assignments What is Meta-Update?