Automation @ Tivoli Pulse 2009
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Automation @ Tivoli Pulse 2009

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Key Factor in Producing ...

Key Factor in Producing
and Maintaining Integrated
IT Services

Slides from our Session at IBM Tivoli Pulse 2009

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  • 1. Key Factor in Producing and Maintaining Integrated IT Services PULSE 2009
  • 2. Agenda 1. What Drives Automation ? 2. Why Do We Have to Go Beyond Management 101 ? The Evolution of Automation „Tools― – Are We there Yet ? 3. 4. So there Is Automation and AUTOMATION ? 5. What Effects Can Be Expected from AUTOMATION ? A few Examples…. 6. How Does It Work ? 7. How Does It Integrate ? 2|
  • 3. 1. What Drives Automation? 3|
  • 4. Improving IT Service ! As maintaining Business will On the personal status quo still always prioritize agenda of any consumes availability l.e. manager security roughly 80% of less and shorter in the sense of „Compliance“ is the available IT outages / budget cutting incidents and an among the top three. operating cost is overall improved I.e. documentation still one of the performance and arguability are main priorities. of the essence. PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services 4|
  • 5. 2. Why Do We Have To Go Beyond Management 101? 5|
  • 6. The Conventional Approach to Escape Cost Pressure Making use of economies of scale Standardization • of infrastructure • of processes • of applications Consolidation marginal cost But economies of scale… do not fully apply to manual labor. cannot be applied to individual applications. cannot be applied when focusing on business processes. cannot be used when aiming to gain competitive advantage. item 6 | PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
  • 7. The Conventional Approach to Escape Quality Pressure Introducing ITIL As a common process model ITIL will provide for… a clear definition of responsibilities; an increase in transparency and documentation quality; an improvement in communication and reconciliation; cost transparency.. But ITIL simply does not change the way... „things are done― by the actual administrators and therefore does not change the process used for „operating IT―. 7 | PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
  • 8. IT – Way Back? KNOWLEDGE CRAFTSMAN MANUFACTURE INDUSTRY WORK Economy Today IT Today 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services 8 | PULSE
  • 9. 3. The Evolution of Automation „Tools― – Are We There Yet? 9|
  • 10. Buzzword Bingo Processes ITPM BPM Services RBA WL-Auto Apps OS/VM DCA NSM HW/ BTM HyperV BSM ITSM Facility Admin User Manager 10 | PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
  • 11. The State of Evolution ? Previously saved Standard procedures are applied – no Tasks are executed Standardized Scheduled at a predefined time matter what! Previously saved Standard procedures Tasks are executed are applied as they Event-Triggered as a previously Rationalized make sense defined event occurs Previously saved Procedure snippets Tasks are Automatically are dynamically Dynamic Executed as necessary Automated combined to find effecitve solutions PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services 11 |
  • 12. Evolution of Automation Solutions Dynamic aAE WL DCA Automation IT Process RBA Automation Rationalized Automated Scheduled Event- Triggered NSM 12 | Standardized
  • 13. Automation Autopilot – Are We There Yet ? The arago Automation Engine (aAE) integrates and automates other existing automation solutions This solution relies on a model of the infrastructure and service landscape to dynamically decide upon desirable actions Personal comfort zone of automation can be adjusted Run Book Data-Center IT-Process- Workload Automation Automation Automation Automation Provisioning Integrate Job Admin- Config Mgmt. ITIL-Tools Scheduling Scripts Dynamic Automation / Universal Automation Engine / Automation Autopilot PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services 13 |
  • 14. 4. and AUTOMATION? So there Is Automation 14 |
  • 15. One Step Ahead – Industrialization of IT SM Automation is Run Book Taylorization included in many Automation tools and processes. Still a person triggers Standardization IT Process even the most boring (Assembly Line) Automation action lists in most cases Commoditization Data Center In AUTOMATION the (Economies of Scale) Automation system handles itself as far as desired. Workload Individualization Experts are pushed (Just in Time) Automation further up the value chain as they feed Policy Based the AUTOMATION AUTOMATION Automation with their knowledge. PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services 15 |
  • 16. 5. Effects What Can Be Expected from AUTOMATION? - A few Examples… 16 |
  • 17. Consequences of Introducing Automation in IT Operations Reducing complexity and Improving Quality interface of tool landscape Reduced number of incidents, Effective use of employees´ increased availability skill profiles Reducing the amount of time needed to process an incident Minimizing manual labor means minimizing HR cost Better transparency and Cutting Cost Kostensenkung full documentation Additional advantages of automation Can be introduced Can be applied to individual Allows for soft „on top of“ standardization applications and consolidation of system and consolidation environments management tools PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services 17 |
  • 18. Example of Mostly Automated IT Operations Number of Incidents: manually versus automatically handled 30.000 25.000 20.000 Number of Tickets 15.000 10.000 5.000 Sep Okt Nov Dez Jan Feb Mar Apr Mai Jun Jul Aug Sep Okt Nov Dez Jan Feb Mar Apr Mai 0 05 05 05 05 06 06 06 06 06 06 06 06 06 06 06 06 07 07 07 07 07  handled  handled manually automatically PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services 18 |
  • 19. arago Automation Overview – Sample Implementation Migration Individual Status before Status with Automation automation automated IT project operation Documenting the IT Analyzing all model incidents SAP portal environment > 99,9% availability Building new Intense system with 80% individually As the application is developed monitoring concept analysis developed applications in within a live environment, JAVA and .NET. Reinstallation of Improving the instability seems unavoidable. platform on new model Business critical Automation however makes infrastructure application with a this instability invisible to the throughput of 60% of all users. This phase took up This phase took up transactions. 5 instead of 3 1 instead of 2 Double the amount of users months (planned) months (planned) Ca. 70 servers and Hits on the same platform The documentation Just using the Availability < 70% Transaction volume increased of application standard rule set while being operated by a from 60% to 80% of total interdependencies increased the large IT provider sales. was rewritten availability to more completely due to than 95% quality reasons. PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services 19 |
  • 20. Unleashing the Power of Automation The power of automation increases with the complexity and individuality The full power of of the environment to be operated. automation will be unleashed when it is Automation potential also increases applied to individual with growing levels of applications as they Individual are until now almost interdependency. Applications resistant to any Heterogeneous optimization in IT Infrastructure operations. Standard Software (SAP) The positives effects of Automation will increase integrating automation into Desktop its results as it is IT operations will come to Environment deployed onto well its peak when used upon a documented and well heterogeneous and used standard software. As desktop environments distributed environment. Host FAQs will be included do not have many These kinds of IT Due to the long into the rule set and their interdependencies and as landscape can be found in experience gathered on knowledge becomes modern desktop today´s Web Computing host systems and the widely available. environments rely on and large Client Server automation therefore highly standardized and solutions. already in place as well automated operation minor dependencies to environments automation underlying systems, the will only have slight effects power of automation is here. lowest on mainframes. PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services 20 |
  • 21. 6. How Does It Work? 21 |
  • 22. Three Technical Stages of Automation Technical Focus Result Predefined plan to be executed Work is executed manually (while using manually or via script tools) RUNBOOK Steps taken are well documented for AUTOMATION previously known situations Automated action is triggered A situation is analyzed by building an upon deducing one path of event chain ROOT-CAUSE-ANALYSIS possible causes To create an automation the complete BASED AUTOMATION situation and the complete solution have to be known Analysis and dynamic The situation is devided into and correlation of events to analyzed from many perspectives. KNOWLEDGE GRAPH/ execute many automated The solution is created dynamically by action blocks and dynamically combining knowledge from all MODEL-BASED find an appropriate solution perspectives. Devide and conquer as AUTOMATION while documenting the steps. an automated process. PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services 22 |
  • 23. arago´s Automation Model Convergent Knowledge Graph Algorithm. Knowledge Base with mode than 30.000 rule expressions. Isolated knowledge and insolated actions are saved and combined by aAE to find a solution thereby bridging silos and information gaps. PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services 23 |
  • 24. Automation Engine Overview – I/O Model Rule Base / The arago Automation Engine Action (aAE) uses available monitoring Repository and model data of a given IT landscape. The model describes dependencies between components as described by the IT Model M—A-R-S method and read from CMDB The knowledge needed to resolve Monitoring incident is saved in the rule base and The aAE will analyze all incoming Event Data data and will execute a combination of actions to resolve any upcoming inconvenience. Compliance is guaranteed as aAE documents all actions taken and the cause for taking an action. PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services 24 |
  • 25. Sample: Scenario of an Automated Problem Resolution One of two SAP hosts in a customer´s SAP clusters crashed physically. The web servers in a totally different context of the client´s IT environment overload a short time after this event. The web servers are restarted automatically but crash again after just a few minutes of operation. In the mean time monitoring data indicates slow processing speed in one of the SAP Business Connector clusters. The individually developed SAP Business Connector interfaces are restarted on the remaining SAP server. After this step the data processing is back to normal speed and restarting the web servers again results in normal operation. All problems are resolves. Non of the applied rules were specifically written for this customer. This automation is a result of silo automations written by SAP, web, data pump and infrastructure experts. PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services 25 |
  • 26. Sample: Scenario of an Automated Problem Resolution – Abstract Model Representation WS1 WS2 WS1 WS2 CP1 CP2 CP1 CP2 DF1 DF2 WS1 WS2 CP1 CP2 TR1 TR2 bccl.zlag.com DF3 DF4 dop176.zumtobel.co.at Smtpfilter.zag.co.at Internet Internet Publizierungs Jakarta DBCL1 Publizierungs Information DCOM Information monitor TREX Dienst R/3 Ping FS Service SQL Server SMTP Tomcat Produktion monitor CPS Services Services Webserver DMS- OS-Application- CMS-Publizierungs- Public-IIS-Produktion CPS-IIS-Produktion CPS-J2EE-Produktion SDB-DB-Produktion TREX-Ressourcen ERP-Datainterface Filesystemshare- ADB-DB-Produktion Mailsystem Produktion Ressourcen Produktion Customer Portal Produktion Reverse-Proxy- Customer-Portal- Customer-BC- Customer-SAP-Portal- Customer-SAP-Portal- PDB-Ressource- VIVA2000-DB- VIVA2000Data-DB- ZSPortal-DB- LDAP-Produkion AD-Produktion PDB-DB-Produktion Produktion Produktion Produktion DB-Produktion Produktion Produktion Produktion Produktion Produktion Apache- SAP J2EE Apps Customer- DBCL2 DBCL1 DBCL1 DBCL1 DBCL1 Webserver LDAP Service AD Service Apache Engine FS Service Webserver SAP-BC-5555 Produktion Produktion Produktion Produktion Produktion Produktion Produktion Produktion RP1 RP1 LD1 LD2 DC2 DC3 WS1 WS2 BC3 BC4 DF1 DF2 PO3 PO4 DF3 DF4 DF3 DF4 DF1 DF2 DF1 DF2 DF1 DF2 DF1 DF2 PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services 26 |
  • 27. Sample: Scenario of an Automated Problem Resolution – Abstract Model Representation PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services 27 |
  • 28. Sample: Scenario of an Automated Problem Resolution – Viewing the aAE PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services 28 |
  • 29. Sample: Scenario of an Automated Problem rRsolution – Viewing the aAE PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services 29 |
  • 30. Sample: Shadow Table and SAP Server Events Relate PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services 30 |
  • 31. Sample: Reinitiate Shadow Service on Remaining SAP Machine PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services 31 |
  • 32. 7. How Does It Integrate? 32 |
  • 33. Incident Management the Old Fashioned Way 1a 7 Helpdesk Monitoring 2 1 Service 6 3 5 IT experts (Incident Management) 4 PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services 33 |
  • 34. Incident Management with Automation Engine 1a 6 Helpdesk Monitoring 2a Service 1 5 2 1b C 4 IT experts D (Incident A Management) B 3 PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services 34 |
  • 35. arago Automation Overview - Integration The arago automation engine (aAE) seamlessly integrates into a standard ITIL tool (CMDB, monitoring, …) and process environment This is done by introducing the arago automation engine at any point of the processes requiring manual interaction. Only when the arago automation engine cannot complete the processing of a task it will assign the pre processed task to a qualified administrator. PULE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services 35 |
  • 36. arago Automation Overview – Implementation Phase Technical implementation Process implementation Preparation phase IT-Model Monitoring Model Implementing aAE Process Implementation Installation DryRun Standard Run Individual Config DryRun Installing the Test drive Putting the standard Test drive engine standard rule rule set into action individual rules software set by logging while analyzing the the same way including the and not individual environment the standard standard rule executing and occurring incidents rule set was set. actions to be for automation tested. taken. potential. PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services 36 |
  • 37. Sample: Integrating the arago Automation Engine into an IBM Tivoli Environment An IT environment that is managed by using the IBM Tivoli suite of system management and business service management tools is to benefit from the effects of arago´s automation technology. Only the automation engine (aAE) as well as the process and methodology parts of the arago concepts are used in this approach. All other components (workspace, …) are already in place with the installed IBM Tivoli environment. The arago automation engine aAE can thus easily be integrated into a standard operating environment. Similar integration approaches are also available for other OASIS members. (HP, IBM, ca) and Nagios as an open source tool. PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services 37 |
  • 38. Sample: Integrating the arago Automation Engine into an IBM Tivoli Environment Business Service Management (TBSM) 3rd Party Other Data Repositories Source OMNIbus Configuration events / KPIs Network aAE Database Monitoring (CCMDB) (TNM) Tivoli events Impact / NetCool Config Items Transaction GW and Relationships Monitoring (ITCAM) Ressource metrics (historical) Monitoring (ITM) Tivoli Data Warehouse
  • 39. Read More @ www.hcboos.net PULSE 2009 arago AG Tel: +49-69-40 56 8-0 Fax: +49-69-40 56 8-111 Eschersheimer Landstr. 526-532 60433 Frankfurt am Main eMail: info@arago.de GERMANY URL: www.arago.de