IT360 - ManageEngine

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Apresentação feita por Sridhar Iyengar, vice-presidente de soluções globais da MangaEngine, na 19ª edição do CNASI.

Apresentação feita por Sridhar Iyengar, vice-presidente de soluções globais da MangaEngine, na 19ª edição do CNASI.

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  • Each Branch office running its own set of applications Branches connected via corporate WAN Network Monitoring was centralized Local Sys admins to support local apps Network Team worried only about the Network Operations teams worried about server support
  • Server / Application Consolidation In a Data Center Server Virtualization Branch office end users are accessing apps over the network Network Manager has to ensure that the network is not impacting Application Performance There is a need for monitoring the end user experience – Troubleshooting this means having visibility across Network, Server and Application
  • Managing IT Operations by Giving IT a Business Application Perspective.
  • Let’s look at some of the most popular challenges in Event Management Major incidents are raised by users instead of IT receiving proactive warning or critical events Too many events – Everyone suffers from this problem Several event management tasks are manual and time-consuming – esp. true for IT Operations people dealing with Server backups, patch management etc. Let’s focus on them one by one
  • Let’s look at some of the most popular challenges in Event Management Major incidents are raised by users instead of IT receiving proactive warning or critical events Too many events – Everyone suffers from this problem Several event management tasks are manual and time-consuming – esp. true for IT Operations people dealing with Server backups, patch management etc. Let’s focus on them one by one
  • A good starting point would be the Incident Analysis Report What % of incidents are being generated by end users ?
  • Maybe we are just monitoring Servers and Networks. What about incidents caused by application failures ? Or db crashes ? Maybe your vmware is causing performance problems. Do you h Increase monitoring scope to ensure that user reported incidents are captured in future Done by the Tech and app mgmt team in the Service Design phase ave enough monitoring capability to capture these events in future?
  • Take any example application today – packaged or in-house Middleware, Java. .NET framework, databases, webservers, Network, Server Any of these can impact application performance. Managing individual components – for example a DBA looking at a database profiling tool or a Network admin looking at SNMP data will not in most cases help in identifying application performance issues. By itself these may look fine but it the combination of these that cause the problem. There is a real need for integrated visibility.
  • Sample scenario – A real world use case to free up disk space on a server either periodically or when disk space low event is triggered
  • Recently one of our Product Managers visited a large telecom customer in Brazil. He was pretty impressed with the way they were using Service Desk. They were doing two things differently In addition to Incidents, the monitoring tools were actually logging Critical and Warning events to the Service Desk application. They actually had people from different teams (network, Servers and Application mgmt sit as shown in the picture) The first set of people were working on preventive tasks (warning events) the next smaller set were proactively looking at critical events and resolving them The final incident management team was really small. This reminded me of a new concept in ITIL v3 that is known as an Operations Bridge. But if you think about it – in addition to the physcial location the use of a centralized tool to capture all important events from different tools is critical in ensuring that you have event management under control.

Transcript

  • 1. Challenges and Risk to Your IT : Looking at some solutions Sridhar Iyengar Vice President, ManageEngine Boa Tarde
  • 2. Survey: How many of you want this? Happy Customers Motivated Team Day At Work
  • 3. Why do we care? Happy Customers Motivated Team Day At Work
  • 4. Because = Profitable Business
  • 5. Because
  • 6. Agenda
  • 7. About ZOHO Corporation Founded in 1996, Zero Venture Capital
  • 8. ManageEngine Portfolio Used by 40,000 customers: 3 out of every 5 Fortune 500 companies Complete IT management suite for Enterprises
  • 9. IT Operations: The Old Fashioned Way
  • 10. Challenge #1: Complex IT Infrastructure
  • 11. The TEAMS: Silos of Operations Challenge #2: Silos based thinking, instead of Customer centric
  • 12. Customer Problem: Application is Slow Is it the Network, the Server or the Application?
  • 13. Looking at IT from a Business Perspective Traditional BSM Approach Challenge #3: Visibility into Business Metrics , Not Just IT Metrics
  • 14. Event Management and ITIL Event Management plays significant role in ensuring operational health of IT services Monitoring Event Management
  • 15. Event Management challenges User Reported Incidents v/s Self-Monitored Events Too Many Events – Are the right events generated? Event Action : Automation of manual, time-consuming Tasks Duplicate Events Challenge #4: Ineffective Event Management System Do we have enough Monitoring?
  • 16. User generated events v/s automated events Why are 34% Incidents being reported by Users? Why is monitoring not generating these events? % of Incidents Generated by Users % of Incidents generated by Monitoring Tools
  • 17. Do we have enough monitoring? Ensure that the right events are being generated Identify CI’s that are not monitored Establish baselines & Reconfigure thresholds Buy additional tools to add monitoring capability
  • 18. Many Challenges, If no Solution then what?
  • 19. Summarizing the Problem?
  • 20. Looking at some Solutions
  • 21. Integrated ITSM
  • 22. Get Visibility into Business Metrics – Not just IT metrics
  • 23. Event Management and Automation Sample Scenario – Automate manual task Weekly scheduled task Check for Free Disk space on a server If < 20GB , free up space by deleting temp files If delete fails log a ticket to SD If delete successful confirm free space again If >20GB send a note to server ops team
  • 24. ITSM Smart Operations Bridge
    • Use ITSM tool as the Operations Bridge
    • All actionable IT events and Incidents are logged in ITSM Service Desk
    • Event management done in ITSM
    • Visibility for Service Desk & NOC Teams
    Operations Bridge &quot;A physical location where IT Services and IT Infrastructure are monitored and managed.&quot;
    • RESULT :
    • Team Work, Faster Decisions: Empowered & Motivated Teams
    • Better SLA: Happy Customers
  • 25. The ManageEngine Solution - IT360 Integrated IT Management & ITSM Suite
  • 26. Summary
  • 27. Questions? Obrigado !...
  • 28. My Contacts
    • Email: sridhar.iyengar@manageengine.com
    • Twitter: @isridhar
    • www.manageengine.com.br