An international fashion retailer with a complex IT operation had three critical gaps: no unified CMDB, no standardised release management, and no automated deployment procedures for its host and Java development workloads. Portamus designed and implemented an ITIL-compliant CMDB with automated asset discovery and Nagios integration, specified and implemented release management for host (ChangeMan z/OS) and Java development with Serena PPM, and defined all SLAs and OLAs between internal and external parties — release management in production to date.
Fashion & Retail
Fashion Retailer Builds ITIL-Compliant ITSM with Automated CMDB
ITIL CMDB with automated asset discovery, Nagios monitoring integration, and release management with ChangeMan z/OS and Serena PPM — release management in production since February 2013.
Executive Summary
The Engagement at a Glance
Challenge
Where the Organization Stood
An international fashion retailer with a complex IT operation had three critical gaps: no unified CMDB, need for optimisations of release management, and no unified automated deployment procedures for its host and Java development workloads.
No CMDB and Asset Management
Configuration items were not centrally recorded — an ITIL-compliant CMDB with clear data structures and automated maintenance was absent.
Manual Release Processes Without Automation
Host development (ChangeMan z/OS) and Java development operated without an integrated release process — deployments and approvals were handled manually.
No Defined SLAs and OLAs
Service level agreements and operational level agreements between internal and external parties were not defined — responsibilities remained unclear.
Solution
What We Did
ITIL CMDB with Automated Asset Discovery
Portamus designed the CMDB data structure, implemented asset discovery services for automated configuration item maintenance, and integrated Nagios for system monitoring.
Release Management with ChangeMan z/OS and Serena PPM
Release management was specified and implemented for both host and Java development — including automated deployment procedures and Serena PPM for project management and budgeting.
SLA and OLA Definition
Service level agreements and operational level agreements were defined, documented, and monitored — clear responsibilities were established for all parties.
Results & Outcomes
What Changed
unified
live to date
Release management has been in production, governing both host and Java development with unified processes.
automated
Asset Discovery
Configuration items are maintained through automated asset discovery — manual CMDB upkeep is eliminated.
defined
SLAs and OLAs
Service level agreements and operational level agreements between internal and external parties are fully defined and monitored.
ITIL-compliant
CMDB
The CMDB meets the ITIL standard and is fully integrated with service desk, change management, and asset management.
Key Takeaways
What Made This Engagement Work
CMDB Data Quality Is Everything
A CMDB with poor data quality is worthless — automated asset discovery services are the key to a reliable, current data foundation.
Integrate Host and Java Release Cycles
When host and Java development operate on separate release cycles, dependencies become difficult to manage — an integrated release process is the solution.
SLAs Without Monitoring Are Paper
Defined SLAs only have impact when monitored — SLA management and system monitoring must be treated as an integrated concern.
Related Case Studies
More Client Outcomes
Business Process Management
European Aviation Authority Designs ECCAIRS-Integrated Occurrence Reporting System
Challenge
Optimisable digital system for managing internal aviation occurrences, required integration with European ECCAIRS standard
Solution
Process design for IORS, ECCAIRS integration architecture, SAP integration evaluation, staff training
Outcome
IORS live (easa.europa.eu/iors), ECCAIRS integrated, EU-wide incident data exchange enabled
Authority
Digitalisation
EU-wide
Incident Reporting
Healthcare
National Healthcare System Consolidates ITSM Architecture Across 22 Hospitals
Challenge
Fragmented ITSM across 6 hospital clusters, no unified monitoring for health-critical SLAs
Solution
End-to-end ITSM architecture across 8 process areas, SLA monitoring design, 4-system integration blueprint
Outcome
Unified ITSM blueprint for $54M programme, SLA-capable monitoring, integration architecture delivered
22
Hospitals
$54M
Programme Budget
Banking & Finance
Insurance Group Implements Enterprise-Wide Identity & Access Management
Challenge
No automated, enterprise-wide IAM, manual drive-permission processes, insufficient security audit reporting
Solution
IAM architecture with pre-boot authentication, enterprise role concept, security manager dashboards
Outcome
Enterprise-wide IAM live, complete audit trail, three IAM systems integrated
3
IAM Systems
10.000
employees