Managing IBM ECM platforms efficiently - IBM ECM System Monitor
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Managing IBM ECM platforms efficiently - IBM ECM System Monitor

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See how the operation of IBM ECM applications can be improved - increase service quality and reduce costs

See how the operation of IBM ECM applications can be improved - increase service quality and reduce costs

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    Managing IBM ECM platforms efficiently - IBM ECM System Monitor Managing IBM ECM platforms efficiently - IBM ECM System Monitor Presentation Transcript

    • IMPROVING AVAILABILTY FOR IBM ECM SOLUTIONS ROLAND MERKT SENIOR VICE PRESIDENT SYSTEMS MANAGEMENT
    • DISCLAIMER 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE 2 This document may contain forward-looking statements regarding the business, financial and earnings situation of the CENIT corporation as well as earnings estimates. Forward-looking statements are characterised by such phrases and expressions as "the company may", or "the company will", "expects", "anticipates", "is considering", "is intending", "is planning", "believes", "continues to", "estimates" and other similar phrases and expressions. Such statements entail no assurance that anticipated events will transpire. On the contrary, such statements involve risks, uncertainty and contingencies that are difficult to predict and are furthermore based on assumptions regarding future events that may prove inaccurate. Actual outcomes may thus deviate substantially from expectations thereby expressed. Forward-looking statements made by CENIT representing expectations or projections of future events are made in good faith and may be presumed to be adequately grounded in fact; no assurance however can be provided that such statements, expectations or projections will be borne out/fulfilled/achieved. Actual operating results may vary substantially from those projected in forward-looking statements and are subject to specific risks - please consult the CENIT AG management report.
    • AGENDA 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE 3 1. INTRODUCTION1. INTRODUCTION 2. THE BUSINESS CHALLENGE2. THE BUSINESS CHALLENGE 3. THE SOLUTION AND THE BENEFITS3. THE SOLUTION AND THE BENEFITS 4. THE IMPLEMENTATION APPROACH4. THE IMPLEMENTATION APPROACH 5. LIVE DEMO5. LIVE DEMO 6. NEXT STEPS6. NEXT STEPS
    • THE BUSINESS CHALLENGE
    • Vertraulich IBM ECM IS ESSENTIAL IBM ECM supports mission-critical business processes – Availability is key, downtime is not an option! – Management of IT Services instead of IT components (ITIL) Cost of operations / TCO of ECM – Need to be kept under control – ECM specialists need to focus on value-adding activities – Delegation of 24x7 routine monitoring to IT Operations Service Management Studies: – 73% of problems report enduser, not detected by admins – 63% of problems require 4+ hours to isolate root cause – Involve multiple specialists to solve one enduser problem it‘s always the ECM administrators who gets blamed! substantial room for improvement 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE 7
    • Vertraulich CHALLENGES IN THE OPERATION OF IBM ECM PLATFORMS Availability Management – Proactive monitoring of all components and their interaction functional monitoring! – Full coverage of ECM Platform Single Point of Control – IBM ECM & Middleware components – 3rd Party & custom-built applications Performance Monitoring – Monitoring of service quality from end user perspective – Availability – Response Times Backup & Recovery – Protection of ECM platform – Data security – Data integrity 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE 8
    • Vertraulich CHALLENGES IN THE OPERATION OF IBM ECM PLATFORMS Availability Management – Proactive monitoring of all components and their interaction functional monitoring! – Full coverage of ECM Platform Single Point of Control – IBM ECM & Middleware components – 3rd Party & custom-built applications Performance Monitoring – Monitoring of service quality from end user perspective – Availability – Response Times – End-user IT infrastructure monitoring Backup & Recovery – Protection of ECM platform – Data security – Data integrity 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE 9 ECM System Monitor
    • BENEFITS OF CENIT APPROACH 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE Higher Availability of IBM ECM better delivery of SLA – Early notification Automated Fault Detection and Prevention – Accelerated root-cause analysis and problem resolution – Stabilization of IBM ECM platform Higher LOB satisfaction – Better end user experience – Less re-processing of cases after data loss or disaster – Less downtime for backup & recovery Reduction of Operational Costs – Higher Productivity by automating routine work – Enabling of IT Operations easens burden of ECM Administrators – Reduction of Trouble Tickets 10
    • THE SOLUTION
    • IBM ECM SYSTEM MONITOR – IMPROVE AVAILABILITY & LOWER TCO OF IBM ECM 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE Proactive, functional Monitoring – IBM ECM components – Middleware, e.g. database & app servers – Input & Output Management – Custom monitoring for add-on applications (3rd party & custom-built) Holistic ECM Service Management – Red / Yellow / Green traffic light paradigm – IT Service Management integration – Event forwarding (IT Operations) – Trouble Ticket opening (Service Desk) Single Point of Control – Monitoring and Logfile Management – Knowledge Base – Tasks Automation – Response to events, e.g. restart – Analysis, e.g. for capacity planning – Reporting 12
    • IBM ECM SYSTEM MONITOR MANAGES FileNet Image Manager FileNet Content Manager FileNet Content Search Services FileNet Business Process Manager IBM Case Manager IBM Content Manager 8 IBM Content Manager OnDemand IBM Content Navigator IBM Content Collector for Mail / Files IBM eDiscovery Manager IBM Enterprise Records IBM Datacap Middleware & Infrastructure – Databases: DB2, Oracle, MS SQL-Server – Application Servers: WAS, WebLogic, JBoss, Tomcat – Web Servers – LDAP Connection – IBM Tivoli Storage Manager – JMX / SNMP / WMI – UNIX, Linux & Windows Systeme – VMWare & VMWare ESX Host – EMC Centera Input & Output Management (Best Practices from projects) 3rd Party & custom applications on demand 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE 13
    • MONITORING OF IBM FILENET CONTENT MANAGER / BPM / CASE MANAGER Content Engine – Availability & Status – Object Store Performance & Statistics – File Store – CFS-IS – Publishing Queue Entries – J2EE Application Server – Web Server Content Search Services – Availability & Status – Number of CSS index requests of an Object Store – Indexing errors – CBR Queue Monitoring & Statistics Application Engine/Workplace/WPXT – Availability & Status – AE – CE Communication and Connectivity – J2EE Application Server Component Manager – Status – Queue Status & Statistics Process Engine – Availability & Status – Statistics – Queues & Roster Case Manager – Case Manager Status – P8 components connected – Case status for all or a list of defined cases Content Navigator Listener – AE/CE/PE/Case Manager Logfiles – AE/CE/PE/Case Manager Process Analyzer / Case Analyzer Rendition Engine 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE 14
    • MONITORING DATACAP AND ILG IBM Datacap Taskmaster – Datacap Status – Datacap Database Status and Thresholds – Datacap Listener Metrics – Datacap Log Entries (Logfiles and Windows Eventlog) IBM Content Collector for Mail – Status & Availability – Logfiles – New Monitors: – # of objects not indexed yet – # of objects indexed, but not moved final location – # of archived mail objects – # of instances of mail objects IBM Content Collector for Files FileNet Records Manager / IBM Enterprise Records eDiscovery Manager – Workmanager Status – Taskfinder Status – Requested Tasks Status – CMS Connection Status (to CM8 or P8 CE) – Task Statistics – Total time for processing – # of docs in search task – # of docs processed – # of docs not processed – Average docs processed per second 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE 16
    • MONITORING IBM CONTENT MANAGER 8 Library Server – Database – Status & Usage – Details – NetSearch Extender Errors – NetSearch Extender File Systems (Working and Index Directories) – Connectivity - Resource Manager Heartbeat – Services & Processes – Library Server Monitor Service – NetSearch Extender Processes – Logfiles – icmserver.log – ICMSTSYSADMEVENTS (Database table) – ICMSTITEMEVENTS (Database table) II4C / IICE – Connectivity & Status – RMI Resource Manager – Database – Status & Usage – Details – Volume Space – 7 Device Managers – Filling level – Online Status – Cross-check – WebSphere AS – RM Service Status – RM App Status (icmrm & snoop) – http Status – JMX Monitoring – Services & Processes – RM File Systems – Migrator, Replicator, Purger and Stager for each CM8 instance – Logfiles Migrator, Replicator, Purger and Stager Logs Web Application end user access Content Navigator 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE 18
    • Vertraulich IBM CM8 LISTENER METRICS AND EVENTS CM8 Listener Metrics and Events of Resource Managers – Accumulator: Requested Volume (in MB) – Metrics – Object Counter for Migration / Replication Candidates – Number / Volume (MB) of stored Objects in Resource Manager – Events – CRUD Resource Manager Operations – Replication and Migration Operations – Response Time for successfully completed Operations – Counter for successfully completed Operations – Counter for failed Operations Requires activation of CM8 Listeners (CM8 V8.4.2 + FP and CM8 V8.4.3) 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE 19
    • MONITORING IBM CONTENT MANAGER ONDEMAND OnDemand Archives – Database (DB2, MSSQL, Oracle) – Status – Usage – Details (Statistics, Logspace, Rollback Segments, etc.) – Services & Processes – System Logging Entries - SL2 (Database table) OnDemand Logon Status OnDemand System & User Error Knowledge Base for SL2-related log entries OnDemand Tasks – Status OnDemand Services / Processes – Start and Stop OnDemand Services / Processes OnDemand Web Applications – WebSphere Application Server – Application Status (WEBi, Admin GUI) – JMX Monitoring (JVM parameters like HeapSize, Connections, Threads, etc) – Logfiles – Web Application Server Status Logfile – Web Application Server Error Logfile Listener Metrics (CMOD V9) – Performance Metrics – Capacity Metrics – Events Content Navigator 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE 20
    • Vertraulich MONITORING IBM CMOD LISTENER METRICS AND EVENTS CMOD Listener Metrics and Events of Resource Managers – Accumulator: Requested Volume (in MB) – Metrics – Queue duration – Cache retrieves / Cache stores – Activity – Login duration – Retrieve duration – Events – Retrieves – User cache stores / User cache retrieves – Logins / Logoffs – Queries – Stores Requires activation of CMOD Listeners (V9) 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE 21
    • Vertraulich MONITORING IBM CM8 & CMOD ON Z/OS Content Manager 8 on z/OS – Library Server monitoring – as on multi-platform – Resource Manager monitoring – as on multi-platform – Exception: Omnifind Errors – only available on z/OS – Exeception: Not available on z/OS – DB2 Netsearch Extender monitors on zOS – ResourceManagerService monitor against RM on z/OS – ResourceManagerVolumeSpace monitor against RM on z/OS Content Manager OnDemand on z/OS – CMOD monitoring – as on multi-platform – Exeception: CMOD logfile monitoring not available on z/OS Event reception from z/OS tools (e.g. OMEGAMON, MainView, ..) – SNMP Traps – Commands – Logfile on distributed system 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE 22
    • MONITORING IBM TIVOLI STORAGE MANAGER 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE TSM Accounting (global, per Client / Client Type / OS / Authentication Method) – Server Session Exit Code – Number of Archive Storage / Retrieve Transactions of a Session – Number of Backup Storage / Retrieve Transactions of a Session – Volume of Archive Files and Backup Files sent from Client to Server – Volume requested (in KB) for archived objects and by stored objects – Volume (in KB) of session transferred between Client and Server – Completion Time and Idle Wait Time of a Session in seconds – Active Communication Time and Wait Time for Media of a Session in seconds – Client Session Type (1-4 for normal session, 5 for scheduled session) – Number of ‘space-managed’ Storage / Retrieve Transactions of a Session – ‘Space-managed’ Volume (in KB) sent from Client to Server – Volume (in KB) requested by ‘space-managed’ objects TSM Storage Pools (TSM Volume Log) TSM Error Logs incl. Knowledge Base StoragePoolVolumeStatus (Availability, ErrorState, AccessMode) StoragePoolScratchVolumes SessionStateCount (Idle, MediaWait, Sendwait) SessionRunTime ActivityWaitTime (Restore, Backup, Retrieve, Migration, Reclamation) ActivityTransferVolume ElapsedMigrationTime ElapsedRestoreTime CustomQueryAlphaNumeric & CustomQueryNumeric – monitoring of parameters in TSM DB 23
    • IBM ECM SYSTEM MONITOR ARCHITECTURE Dedicated SM Management Server Local or remote SM Database SM Agents on managed ECM systems z/OS components monitored remotely Databases optionally monitored remotely (limited functionality, no SM agent required) Event forwarding to ITSM tools – API Integration – IBM Tivoli Netcool OMNIbus: EEIF API – HP OV Operations: Java OVO API – In general: – Logfile – SNMP – Command Line – JDBC, e.g. IBM Tivoli Monitoring UA Event reception from z/OS tools (e.g. Tivoli OMEGAMON) – SNMP Traps – Commands – Logfile on distributed system 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE 24
    • IBM ECM SYSTEM MONITOR – PROACTIVE MONITORING OF ECM HEALTH STATUS Without SM – black box ECM – Only basic monitoring – No ECM specific health information With SM – insight – ECM specific health information – End-to-end monitoring of ECM-based IT Services 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE 25
    • Vertraulich IBM ECM SYSTEM MONITOR VS. ESM? BUY VS. BUILD? SM provides IBM ECM specific application health monitoring – Not available through standard ESM tools – Development requires deepest IBM ECM skills and high efforts – Permanent changes in ECM backend require permanent scripting SM does not replace the Enterprise Systems Management tools – Value-adding solution targeting IBM ECM 2nd Level Support – Providing IBM ECM related events to central ESM tool – ESM remains the central event console for operators and Service Desk staff SM is a solution compatible with current and previous IBM ECM releases – Standard software – Broad platform coverage – Using IBM ECM internal API and tools – Integration of homegrown scripts possible (monitors and tasks) – Compatibility guaranteed through Maintenance IBM ECM System Monitor leverages ESM tools and protects investments 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE 27
    • COMPLEMENTARY SOLUTIONS TO IBM ECM SYSTEM MONITOR
    • Vertraulich MONITORING THE END-USER EXPERIENCE WITH Availability Can end-user access the ECM system? – From different locations? – From different frontends? Performance – What is the service quality from an end user perspective? – End user response times – Network performance Load & Regression Testing Supports SW Lifecycle Management – Performance Testing prior to new roll-outs or changes (!) – like a human – Definition of Service Levels – what can I deliver? – Combination with tools like JMeter etc. Fail-over Testing – Automation of GUI interactions Integration in SM – one Single Point of Control for ECM Administrators 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE 29
    • Vertraulich FUNCTIONS OF – 1 ServiceTracer Client (STC) for distributed performance measurement – Quality measurement for different frontends and typical user workflows – Benchmarking for reference PC clients – MultiTracer technology for regression and load testing NetworkTracer network performance measurement – Network time – using – Ping – TCP Ping – FTP Request – http/https Requests – SMTP/POP3/IMAP Requests – TCP Portcheck – Error Tracing in case of problems simplify root-cause analysis – Synthetic quality monitoring for locations without STCs (correlation) Integration in IBM ECM System Monitor 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE 30 SPOC SM
    • Vertraulich FUNCTIONS OF – 2 Workflow Editor allows easy configuration and administration – Configuration GUI instead of scripting new measurements in only few hours – Image pattern recognition for platform independent measurement, e.g. Citrix – STC Protector ensures high robustness in case of errors Automated Service Level Reports – Automated creation of monthly, weekly and daily reports in a Web Portal or per email (PDF) – Individual design of reports with drill-down – Multi-client reporting and multi-location reporting 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE 31
    • Vertraulich MONITORING THE END-USER IT INFRASTRUCTURE WITH Availability Can real end-users access applications? – Failed connections – Application crashes Performance – Service quality for the real end user? – End user response times – Network performance Stability and security of end user infrastructure – Malware infections – Unsafe connections – Instable system behaviour, e.g. recurrent booting of PC Get real picture of end users infrastructure – Identify weak spots & security issues – Real-time analytics of end user events – SW compliance – IT governance 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE 34
    • Vertraulich HOT BACKUP & RECOVERY WITH FileNet P8 specific Hot Backup and granular Recovery of Repository – Documents & Meta data while FileNet is still online! – Reduces backup cycle down to 15 minutes! Very fast recovery of original state of one, multiple or thousands of objects Data integrity check of documents and their lifecycle information Supports traditional Backup & Recovery solutions, e.g. direct integration with IBM Tivoli Storage Manager and others Drastic improvement of Recovery Point Objectives (RPO) and Recovery Times Objectives (RTO) – Less workload lost after recovery less efforts in Lines-of-Business to manually recover work after last standard backup – Faster recovery without taking FileNet offline Very little training and administration required handled by FileNet administrators 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE 35
    • Vertraulich CENIT VALUEPACK FOR SM (CENIT ADD-ON) ECM Configuration Collector – Configuration discovery of ECM systems managed with FSM (HW/SW) – Reporting to analyze inventory data e.g. for planning of changes or opening of IBM PMRs – Provision of inventory data to external Incident Management and CMDB tools MobileGUI – Access to FSM V4.5 Management Console from mobile devices – Java-enabled mobile devices, e.g. Symbian S60 or Windows Mobile – RIM Blackberry (V4.3 and newer) – Android (V1.6 and newer) – Access to – Event Console with Business View – Knowledge Base Benefits – Autodiscovery improves productivity of ECM administrators – Remote action using mobile devices enables ECM administrators on stand-by duty to immediately respond to problems 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE 36
    • THE BENEFITS 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE 37
    • Vertraulich BENEFITS OF IBM ECM SYSTEM MONITOR Higher Availability of IBM ECM better delivery of SLA – Automated Fault-Detection and Fault-Prevention – Accelerated root-cause analysis and problem resolution – Stabilization of IBM ECM platform – Simplified Communication with IBM Support / Partner Support Reduction of Operational Costs for IBM ECM – Higher Management Productivity by automating routine work – Enabling of Operations / Service Desk to support IBM ECM easens burden of 2nd Level Support – Reduction of Trouble Tickets in Service Desk Support of IT Service Management – Standardized Solution leveraging investments into IT Service Management solutions – Foundation for Service Level Reporting – Better support of IT compliance and auditing requirements 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE 38
    • INSURANCE COMPANY (USA) • Very large ECM systems in multiple LOB • Mission-critical applications • 24x7 image access required • SLA delivery is mandatory • User perceptions of an unstable environment • IBM ECM System Monitor manages: • FileNet P8 & ICC & IS environments • Autonomy and TriTek applications • WAS, MSSQL, Windows, Linux • 200+ servers ! • Integration into BMC • In production since 2009 • Response time for issues improved due to automated alerts • Reduced number of incidents by 55% • Increased uptime to 99,99% • Corporate audit and SOX compliance • Higher productivity of Administrators • Reduced custom monitoring scripts 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE 39 Challenge Solution Benefits
    • BANK (GERMANY) Business Benefits • At-a-glance System availability assurance • Higher productivity for administrators • ROI is achieved with one 1 hour outage avoidance • System bottlenecks identified and resolved • Business users embrace ECM • Shared ECM platform for 5000+ users in different time zones (Europe, Asia) • SLA fulfillment mandatory • Manual administration too expensive • Up to 24x7 operation of ECM • IBM ECM System Monitor manages: • Image Services, P8 BPM, bp8, ISCE • 3rd Party App BatchIT • Homegrown applications • BEA WebLogic and Apache • SUN / Oracle and Windows / MSSQL • 20+ servers in Prod, COB and UAT • In production since January 2005 40 • One Single Point of Control for all ECM components, including specific apps • Proactive prevention of outages helps to meet Service Levels • Operators can handle ECM events 24x7 • Reduced manual efforts in application health monitoring “FSM helps us to manage the ECM Shared Platform around the clock, even if our specialists are not available” 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE 40 Challenge Solution Benefits
    • INSURANCE COMPANY (NORWAY) Business Benefits • At-a-glance System availability assurance • Higher productivity for administrators • ROI is achieved with one 1 hour outage avoidance • System bottlenecks identified and resolved • Business users embrace ECM • Shared ECM platform for multiple business processes mission-critical • SLA fulfillment mandatory • Manual administration too expensive • IBM ECM System Monitor manages: • FileNet P8 BPM & Email Manager • Homegrown applications based on WAS • WAS, Tomcat, Oracle, Windows • 30+ servers in Production, DR and UAT • In production since January 2011 • One Single Point of Control for all ECM components, including web apps • Proactive prevention of outages • Reduced manual efforts in application health monitoring “System Monitor identified 6 big issues in the 1st year, so it already paid off” 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE 41 Challenge Solution Benefits
    • INSURANCE & BANK (GERMANY) Business Benefits • At-a-glance System availability assurance • Higher productivity for administrators • ROI is achieved with one 1 hour outage avoidance • System bottlenecks identified and resolved • Business users embrace ECM • Shared DMS platform for mortgage, banking and insurance business in group highly mission-critical platform for +12000 users • Manual management of DMS and add-on components for input & output management not acceptable • IBM ECM System Monitor manages: • IBM CM8 with DB2, WAS and TSM • EMC Captiva InputAccel • Compart DocBridge Pilot • 20+ AIX and Windows servers in two environments • Integration into IBM Tivoli • In production since March 2010 42 • One Single Point of Control for all ECM components including input & output management • Proactive operation of DMS platform ensures Service Levels • Reduced manual efforts in application health monitoring, in particular of logfiles • Customer specific Knowledge Base “The quality of the DMS application could be really improved.“ “The Knowledge Base is very useful, it helps us to collect DMS specific know-how .“ 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE 42 Challenge Solution Benefits
    • Vertraulich BENEFITS OF E2E PERFORMANCE MONITORING WITH Full insight into ECM platform‘s health status – Backend ECM platform information provided by SM – End user information provided by ServiceTracer Proactive monitoring from end user‘s perspective – Response time and availability – 24x7 enterprise-wide – Hidden, parallel measurement for load testing & regression testing Fast and effortless testing of applications on GUI level – Load tests and regression tests – Fail-over tests Automated Management Reporting – KPI for IT – Service Level Reports for Lines-of-Business Very low training and administration efforts can be used and managed by IBM ECM & SM administrators Monitoring can be extended to any application, e.g. portals, SAP, Notes, Outlook, … IBM ECM System Monitor as Single Point of Control 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE 43
    • HEALTH INSURANCE (GERMANY) Business Benefits • At-a-glance System availability assurance • Higher productivity for administrators • ROI is achieved with one 1 hour outage avoidance • System bottlenecks identified and resolved • Business users embrace ECM • Service Provider hosting multiple CM8 environments for 9 external healthcare companies SLA fulfillment mandatory! • Manual management of ECM and add-on components not acceptable • IBM ECM System Monitor manages: • IBM CM8 with DB2, WAS and TSM • Moreen for Input Management • 18 AIX servers in Production and Test • Integration of End-to-End Performance Data provided by ServiceTracer • In production since March 2010 44 • One Single Point of Control for all customers CM8 / Moreen systems, including end user response time information • Proactive operation of ECM to meet Service Levels • Reduced manual efforts in application health monitoring 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE 44 Challenge Solution Benefits
    • Vertraulich BENEFITS OF MONITORING THE END- USER IT INFRASTRUCTURE WITH Improved service quality – Identify weak spots & security issues – Identify bottlenecks (front end, network) Stability and security of end user infrastructure – Identify infections & unsafe connections – Optimize end user infrastructure SW compliance – Real-time analytics of end user events – Dynamic and full coverage audit 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE 45
    • Vertraulich BENEFITS OF SMART BACKUP & RECOVERY WITH Granular, synchronized hot backup and recovery of content and meta data in FileNet P8 Content Manager permanent availability of ECM applications, no downtime during backup and recovery Drastic improvement of Recovery Point Objectives (RPO) and Recovery Times Objectives (RTO) – Less business cases lost since last traditional backup – Faster recovery with significantly less efforts – Far less reprocessing of cases in LOB Very litte efforts for implementation, training and administration very well suited for FileNet administrators Integration into enterprise backup strategy complement to Enterprise Backup & Recovery Tools, e.g. IBM Tivoli Storage Manager® Better delivery of Service Level Agreements Higher productivity in backup and recovery Protection against data loss and inconsistencies
    • 47 INSURANCE (SWITZERLAND) Business Benefits • At-a-glance System availability assurance • Higher productivity for administrators • ROI is achieved with one 1 hour outage avoidance • System bottlenecks identified and resolved • Business users embrace ECM • FileNet P8 is mission-critical • Granular recovery of single documents mandatory • CYA SmartRecovery: • Backup of CE Cluster (1 ObjectStore) • Integration into IBM Tivoli Storage Manager • In production since April 2012 47 • Fast and very simple recovery of documents in case of error or disaster • No re-processing in LOB needed • 2 incidents only in the first two months data loss avoided “Even though that we are just at the beginning of using FileNet P8 we already had two incidents where CYA helped us to recover single documents. Their losses would have been very painful for us.“ Challenge Solution Benefits
    • THE IMPLEMENTATION APPROACH
    • TAILORED IMPLEMENTATION FOR CUSTOMER‘S NEEDS Kickoff Workshop Analysis and conception – Best Practices – Customer-specific requirements Installation in Test environment – SM Management Server – SM Management Agents Configuration in Test environment – Monitoring IBM ECM components – Monitoring 3rd Party components – Monitoring Homegrown Applications – Event forwarding to ITSM tools – Event reception from ITSM tools Testing & Approval Installation and Roll-out into Production and other environments Testing & Approval Administrator Workshop for SM administrators Documentation After 3-4 weeks: Fine tuning! – Adjusting monitor thresholds – Filtering logfile entries Optional Extension of SM – ServiceTracer for End-to-End Performance Monitoring – Nexthink for End User Infrastructure Monitoring – CYA for Hot Backup & Recovery – CENIT ValuePack 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE 49
    • SOME IMPRESSIONS HOW DOES IT LOOK LIKE TO MANAGE IBM ECM? CHECK CENIT‘S YOUTUBE CHANNEL FOR LIVE DEMO VIDEOS HTTP://WWW.YOUTUBE.COM/WATCH?V=ESKRTICBMDI
    • Vertraulich SUMMARY One Single Point of Control for ECM administrators – ECM Backend with IBM ECM System Monitor – ECM Frontend with ServiceTracer Full coverage of ECM Platform – Out-of-the box coverage of IBM ECM & middleware components – Out-of-the box coverage of Input & Output Management – Custom monitoring for 3rd Party & Homegrown applications Functional ECM monitoring instead of component monitoring Integration into enterprise- wide IT Service Management Meeting IT compliance and auditing requirements 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE 77 System Monitor & CENIT Add-ons
    • NEXT STEPS
    • Vertraulich NEXT STEPS Analysis of your ECM environment and requirements – Platforms and Applications – what needs to be managed? – Availability of ECM platform – Availability and performance from end-user perspective – How many systems shall be monitored? – Integration into IT Service Management Definition of a solution scenario by CENIT – Management disciplines & tools – Implementation Method – Costs for Software and Services Presentation of solution 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE 79
    • THANK YOU! 02.07.2013COPYRIGHT CENIT AG // WWW.CENIT.DE 80