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Big Data - Marrying Service Management With Service Delivery - #Pink13
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Big Data - Marrying Service Management With Service Delivery - #Pink13

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This engaging session describes TeamQuest’s conceptual approach and framework by which big data analytic techniques can be applied to easily harvest existing rich IT service, business and component …

This engaging session describes TeamQuest’s conceptual approach and framework by which big data analytic techniques can be applied to easily harvest existing rich IT service, business and component metrics to optimize costs and performance of the underlying IT infrastructure, and minimize service risk. Join David, a seasoned IT professional as he shares how to marry Service Delivery and Service Management metrics across diverse discipline areas including Asset, Configuration, Service, Performance, Capacity, and others. If you’re struggling with Big Data and metrics, this is the session for you.

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  • Our Monthly Health Check report easily contains Asset information alongside our risk registry items. This particular server’s history contains three previous capacity issues for CPU, Memory, and file system space. Our homegrown risk registry is used to track these items from identification through remediation. We track the date opened, why it was opened, our notes, and the closure reason. Notice that two of the issues were closed based on feedback from the Application Owner. While the memory issue was resolved by tuning Oracle’s SGA. This history is invaluable for our analysis as well as providing historical context for the application owner. We have too many applications and servers to track this by hand. We had to have a tracking tool, and it had to be integrated into our reporting tool. This was easily done with Performance Surveyor.

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  • 1. Marrying Service Management with Service Delivery “Big Data” Approaches David Wagner TeamQuest AdvocateTeamQuest and the TeamQuest logo are registered trademarks in the US, EU and elsewhere.All other trademarks and service marks are the property of their respective owners.Copyright © 2012 TeamQuest Corporation. All Rights Reserved.
  • 2. Agenda • The TeamQuest Why? • Big Data: conceptual overview • 2013 Capacity Management 101: – Goals – History – Obstacles • TeamQuest Approach (flavored by “big data”) – Concepts – ValuesCopyright © 2012 TeamQuest Corporation. All Rights Reserved.
  • 3. Why does TeamQuest Exist? • At TeamQuest, we believe that having and using the right amount of resources at all times is a societal imperative. – Anything less is failure – Anything more is wasteful • 20+ years sole focus – ensuring our customers can continuously and automatically perform at their utmost level of efficiency – ensuring business service performance, conserving scarce resources, saving money and improving productivityCopyright © 2012 TeamQuest Corporation. All Rights Reserved.
  • 4. What this Presentation is… and is not! • IS: – IT Optimization – Marrying non-traditional disciplines to Capacity Management – Applying Big data approaches to Capacity Management • Faster and larger value • More scalable – New ways to think about optimization • Not just technology anymore • Is NOT! – A Primer on “Big Data” – Hadoop ecosystem deep dive, etc…Copyright © 2012 TeamQuest Corporation. All Rights Reserved.
  • 5. Big Data at 50,000 feet… • Big Data is about data  actionable information – Plethora of existing sources • Technology • Business • Service – Learning new insights from “old” data – Key is Analytics • Deep • Across • But… Capacity Management?Copyright © 2012 TeamQuest Corporation. All Rights Reserved.
  • 6. Technology Approaches • Data Access and Aggregation – Build huge “data marts” (aka: Data Warehousing) – Integrate with multiple different data sources • Technology (e.g. Server, Network, Storage, etc.) • Service (Catalog, Metrics, Tickets, etc.) • Business (KPIs, Plans, Transactions, etc.) • Implement Analytics against/across – Flexible and adaptive – Turn data within, into actionable information across • But… Capacity Management???Copyright © 2012 TeamQuest Corporation. All Rights Reserved.
  • 7. 2013 Capacity Management 101 - History • Answering “what if” questions… – Change in technology, demand, etc… impact? – Focus on Optimizing Server Cost versus Performance • Extremely Technology-centric – Servers, Mainframes – Occasionally Storage or Network – in isolation • Big Value and Return, but also effort – Highly trained staff – Requires building a central, long term repository (CMIS) – Scalability of Staff, Tools, …, Politics!Copyright © 2012 TeamQuest Corporation. All Rights Reserved.
  • 8. New Considerations • Maintain traditional value, and add – Optimize more resources – Amplify – Accelerate • Increase Business relevance – Valuable predictive analytics in business and service context – Optimize Efficiency • Virtualization and Cloud Scale to everything – Many to many inter-relationships; Capacity criticalCopyright © 2012 TeamQuest Corporation. All Rights Reserved.
  • 9. How: Leverage existing ITIL domain solutions • Service Strategy – Financial management • Service Design – Service Level and Availability management • Service Transition – Asset, Change and Configuration Management • Service Operations – Service Desk – Application and IT operations – Event, Incident, Problem • Or, in simpler terms… – Integrate Capacity across ITIL V2: Service Support and Service Delivery!Copyright © 2012 TeamQuest Corporation. All Rights Reserved.
  • 10. How… • Integrate and Analyze across multiple sources/tools – Technology (e.g. Server, Network, Storage, etc.) – Service (Catalog, Metrics, Tickets, etc.) – Business (KPIs, Plans, Transactions, etc.) • Single pane of “Analytic Glass” – Ability to tie, correlate, and operate across • Tear down that wall! – Don’t force reinvention or duplication: technology or process! – Flexible and adaptive – Turn data within, into actionable information acrossCopyright © 2012 TeamQuest Corporation. All Rights Reserved.
  • 11. How: Obstacles and another approach… • Data Access and Aggregation – Building huge “data marts” (fka: Data Warehousing) • Complexity = (data ETL) x (# sources) x (maintenance effort) • Compliance: Data duplication, privacy, audit, etc… • Costly and time consuming • Implementing Analytics against/across – General purpose BI Analytics for Capacity? – Traditional Performance/Capacity for General Purpose? • “Big Data” + ITIL = Optimized Capacity Management? – Federation!Copyright © 2012 TeamQuest Corporation. All Rights Reserved.
  • 12. New Approach • Concept: True Federation – Influenced by Big data – Take data from wherever it already exists • Leave it there! – Automation of “on demand” analysis and exception-reporting across data sets • Single-pane-of-glass capacity management – Standardized analysis and reporting – Business, service, and technology dataCopyright © 2012 TeamQuest Corporation. All Rights Reserved.
  • 13. Some Examples • Response time versus performance • Business, Service, Asset and Power • Tickets and performance/capacity • Spanning pure technology silo challengesCopyright © 2012 TeamQuest Corporation. All Rights Reserved.
  • 14. Correlate Utilization with Response Time Response Time Correlated with Utilization (from HP BSM, fka: Mercury BAC) (from BMC BCO) Value 14Copyright © 2012 TeamQuest Corporation. All Rights Reserved.
  • 15. Asset Financials • Standalone, Financials are interesting – Sourced Hyperion • mapped to performance and capacity… – Response time – Business Transactions 15 – Power consumptionCopyright © 2012 TeamQuest Corporation. All Rights Reserved.
  • 16. Business, Service, Asset and Power together! 16Copyright © 2012 TeamQuest Corporation. All Rights Reserved.
  • 17. Service Desk and CapacityCopyright © 2012 TeamQuest Corporation. All Rights Reserved. 17
  • 18. Virtual Machines to and from Storage…Copyright © 2012 TeamQuest Corporation. All Rights Reserved. 18
  • 19. TPI is the best KPI Application A Here’s the spans multiple system-level TPIs VMs… one for systems queuing badly… hosting Application a (1 host, 3 VMs) Auto-generate linkable dashboard – Application Workload vs. System duringworst queuingCopyright © 2012 TeamQuest Corporation. All Rights Reserved.
  • 20. TPI is the best KPILinked to details on the queuingworkload… here: With a total And breakdown, IO orTotal VM0 picture queuing CPU? There’s IO queuing breakdown… at “peak bad” timeframe!Copyright © 2012 TeamQuest Corporation. All Rights Reserved.
  • 21. TPI is the best KPI Auto-generate No corresponding analysis of throughput spike! System Devices Time to look at and their queuing Storage/Array side… Follow the device in question…Copyright © 2012 TeamQuest Corporation. All Rights Reserved.
  • 22. If or when there is storage-centric RT data – Back end response time analyze it! 10 mSec isn’t is pretty normal… good…Copyright © 2012 TeamQuest Corporation. All Rights Reserved.
  • 23. TPI is the best KPI Auto-generate Volume related analysis Nothing stands out… if analyst wants different views they can belaunched: in time, device, volume, system, file-system and system, application and workload context!Copyright © 2012 TeamQuest Corporation. All Rights Reserved.
  • 24. TPI is the best KPI Same thing with Link (or any other) AnalysisCopyright © 2012 TeamQuest Corporation. All Rights Reserved.
  • 25. TPI is the best KPI Back-end analysis of Controller/drives Always in context of our Application on that system, at that timeCopyright © 2012 TeamQuest Corporation. All Rights Reserved.
  • 26. Combined Views: Mapping VM – IO Contention Storage-sourced Server / Application- sourcedCopyright © 2012 TeamQuest Corporation. All Rights Reserved.
  • 27. Additional Considerations • Federation maps virtually all sources… but not all – Low effort – Rapid to value • Analytics must work – One/more sources – Modularly, combinatorially • You will want rule-based automation – Flexible, easy to modify – Only way to “human scale” • Pick “low hanging fruit” for first project(s) – Build from your winsCopyright © 2012 TeamQuest Corporation. All Rights Reserved.
  • 28. Department of Shameless Commerce • Consider Attending today’s afternoon session: – “Optimizing IT Costs and Services with Big Data (Little Effort!) – Case Studies – 4:35 – 5:35: Track 12, Session 1012, DaVinci 3 • Expands on these concepts and presents comprehensive case studyCopyright © 2012 TeamQuest Corporation. All Rights Reserved.
  • 29. TeamQuest delivers value • 25% reduction in IT budget in 3 years (a large insurance company) • 94% reduction in app slowdowns in 4 months (a large healthcare organization) • $5M saved by avoiding new hardware purchases (a large insurance company) • $3 million saved by delaying IT procurement (a large UK financial services company)Copyright © 2012 TeamQuest Corporation. All Rights Reserved.