#zendd1
Sept 12, 2013
Can You Trust Your IT
Monitoring Solutions?
Transforming IT Operations
John Rakowski
Analyst, Forres...
2
Webinar Logistics
• All lines are in listen-only mode
• We will answer questions throughout and at the end, so
please po...
Making Leaders Successful
Every Day
Can You Trust Your IT Monitoring
Solutions?
John Rakowski, Analyst
September 12, 2013
@momskij
© 2013 Forrester Research, Inc. Reproduction Prohibited 5
Agenda
› Can We Trust Our Monitoring
Solutions?
› Complexity And...
The „Proactive‟ Monitoring of
Technology Based Services Is
Essential To Business Success
- Detection Of
Issues/Problems
be...
© 2013 Forrester Research, Inc. Reproduction Prohibited 7
So How Are We Doing?
Source: A commissioned study conducted by F...
© 2013 Forrester Research, Inc. Reproduction Prohibited 8
So How Are We Doing?
Source: A commissioned study conducted by F...
So How Are We Doing? Poll
When there is a performance or availability alert in relation to an IT
service/application, on a...
Today, We Can‟t Trust Our Monitoring Solutions To Provide IT
Service Assurance
© 2013 Forrester Research, Inc. Reproduction Prohibited 11
Agenda
› Can We Trust Our Monitoring
Solutions
› Complexity And...
© 2013 Forrester Research, Inc. Reproduction Prohibited 12
The Future Brings Complexity
2013-202020122011201020092008
Process
People
Strategy
Manual
Ability
Technology
© 2013 Forrester Research, Inc. Reproduction Prohibited 14
Systems Of Engagement Strategy
Technology Fuels The Business
© 2013 Forrester Research, Inc. Reproduction Prohibited 15
Systems Of Engagement Can Amplify
Monitoring Deficiencies
…Furt...
© 2013 Forrester Research, Inc. Reproduction Prohibited 16
Distributed Technology Environments
Source: A commissioned stud...
© 2013 Forrester Research, Inc. Reproduction Prohibited 17
Hybrid Environments Can Amplify
Monitoring Deficiencies
Source:...
© 2013 Forrester Research, Inc. Reproduction Prohibited 18
The Affects Of Distributed Environments
Storage, Networks
, Ser...
© 2013 Forrester Research, Inc. Reproduction Prohibited 19
Source: A commissioned study conducted by Forrester Consulting ...
© 2013 Forrester Research, Inc. Reproduction Prohibited 20
New Enterprise IT Operating Models
Require Customer-Centric Pro...
So Which IT Processes Do You Utilize?
Poll
In which IT processes do you utilize monitoring solutions today?
› Incident Man...
© 2013 Forrester Research, Inc. Reproduction Prohibited 22
Unfortunately Monitoring Is Only Used In
Incident Management Pr...
© 2013 Forrester Research, Inc. Reproduction Prohibited 23
Today Monitoring Tools Don’t Improve
Incident Management Proces...
© 2013 Forrester Research, Inc. Reproduction Prohibited 24
We Also Need To Talk About “DevOps”
Technology Can Help
Us Beco...
© 2013 Forrester Research, Inc. Reproduction Prohibited 25
Today Monitoring Is Not Helping Solve
DevOps Challenges
“What w...
© 2013 Forrester Research, Inc. Reproduction Prohibited 26
IT Organizations Will Become
Customer Centric And Streamlined
S...
© 2013 Forrester Research, Inc. Reproduction Prohibited 27
Monitoring Today Relies Too Heavily On
People For The Wrong Rea...
This Leads To The ‘ATKHAATKM‟ Approach To Support
• Support Today Suffers
From:
• ‘All The Kings Horses And
All The Kings ...
© 2013 Forrester Research, Inc. Reproduction Prohibited 29
Agenda
› Can We Trust Our Monitoring
Solutions
› Complexity And...
© 2013 Forrester Research, Inc. Reproduction Prohibited 30
To Trust That Our Monitoring
Can Deal With Rising
Complexity We...
© 2013 Forrester Research, Inc. Reproduction Prohibited 31
A Blueprint For A Holistic And Unified
Approach To Monitoring
2...
© 2013 Forrester Research, Inc. Reproduction Prohibited 32
Centralize your Support Operation
› This will be your hardest c...
© 2013 Forrester Research, Inc. Reproduction Prohibited 33
Consolidate Into An Operations Center
Approach
March 2013 “Evol...
© 2013 Forrester Research, Inc. Reproduction Prohibited 34
Define IT Services To Be Monitored
› Engage your customers
• Wh...
Understand Their Relation To Business
Functions
• Collaboration Services
• Business CRM Services
A Unified Monitoring Solution Approach
Is Essential
23%
6%
8%
13%
6%
11%
8%
8%
9%
4%
3%
1%
16%
13%
15%
8%
12%
9%
11%
4%
5%...
© 2013 Forrester Research, Inc. Reproduction Prohibited 37
Focus On Customer Centric Monitoring
Application
Transaction
Ma...
© 2013 Forrester Research, Inc. Reproduction Prohibited 38
Understand Systems Of Engagement
Monitoring Requirements
“Pleas...
Market The Benefits of Monitoring
• Promote The Value Of
Monitoring Solutions
• Create Business Centric
Dashboards That Sh...
Recommendations
Audit The Monitoring Solutions In Your
Environment
 Do They Cover End-To-End, Customer
Centric Monitorin...
Thank you
John Rakowski
+44 0207 323 7761
jrakowski@forrester.com
@momskij
42
Zenoss
Transforming IT Operations
Cool Vendor in
IT Operations 2010
Best Monitoring Tool
for the Cloud
• Category
• Ope...
43
Zenoss Service Dynamics
Driving Efficiency and Lowering MTTR
Resource Manager
Impact Analytics
ZenPacks
•Bring extensib...
44 © 2013 All rights reserved.
Holistic view to help meet SLAs
Delivers fault and
performance analytics for
application se...
45 © 2013 All rights reserved.
Get a Head Start on your Problem Resolution
"We see problems or alerts much sooner on
subse...
46
Real Insight into your Environment
© 2013 All rights reserved.
• Real Service Level Views
• Customizable Reports to mee...
47
Summary
© 2013 All rights reserved.
• Zenoss Service Dynamics
• Unified solution that reduces complexity in modern data...
48
Q&A
For more information:
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Can You Trust Your IT Monitoring Solutions?

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study conducted by Forrester Consulting on behalf of Zenoss, entitled "The State of IT Monitoring" which surveyed more than 150 IT Professionals, revealed that a shocking number of today’s businesses don’t trust the alerts generated by their IT Monitoring tools and can’t measure the impact of performance and availability issues beyond the affected device. The study also uncovered that in many cases, the first alert IT receives is often generated by employees calling the help desk! And these findings are just the tip of the iceberg…

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  • 5 MINUTES BEFORE STARTHello and welcome to today’s webinar with Forrester, Can You Trust Your IT Monitoring Solutions?The webinar will begin in approximately 5 minutes. All lines will be in listen only mode for this conference. If you need assistance for this online event, please the chat function in your WebEx window. The meeting will begin shortly. Thank you.2 MINUTES BEFORE STARTHello and welcome to today’s webinar with Forrester, Can You Trust Your IT Monitoring Solutions?The webinar will begin in approximately 2 minutes. All lines will be in listen only mode for this conference. If you need assistance for this online event, use the chat function in your WebEx window. The meeting will begin in 2 minutes. Thank you.STARTWelcome everyone, and thank you for joining us for today’s webinar with Forrester, Can You Trust Your IT Monitoring Solutions? We’re thrilled to have them with us to present their latest survey results.Before we begin, let’s cover a few logistical details… [CLICK]
  • All lines will be in listen-only mode for the duration of the show. However, we do want to hear from you – please post questions early and often in the WEbEx Q&A Box on your right, and we’ll get to as many as possible during the session and the formal Q&A at the end. We will be sending you a link to the recorded webcast shortly after the event for your review. Finally, you can stay in touch with Zenoss at the various social outlets noted – Twitter, FB, Google+. We’d love to connect with you.With that, it is my pleasure to introduce Deepak Kanwar, Marketing Strategist at Zenoss who will moderate the discussion. Deepak, the floor is yours! [CLICK]
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  • What Is A Command Center?A command center is responsible for a broad — but not necessarily deep — triage of incidents and execution of service requests. This is different from the common help desk that directly interfaces to the customer base and merely forwards most incidents to subject matter experts (SMEs) such as network engineers, systems administrators, and application developers. The command center is:A fully self-contained group within I&O that is largely invisible to end users. It is similar to the military concept of a command center, which is almost never exposed in any detail to the public it protects.The frontline to the internal operation. It performs most of the higher-level elements of the incident management process and performs all but the most routine or the most advanced functions for service requests. It is the middle ground between the help desk and the deep technical staff.Staffed with generalists who understand ITSM fundamentals. With regard to technical skills, command center staff members are generalists, not specialists. They know a lot of technology, but their value lies in their breadth, not their depth. Where they do excel in any area should be in ITIL, ideally earning at least an ITIL Foundation certification. (see endnote 3) In one special aspect of the operation, they may be experts on the IT operational automation tools (AKA IT management software tools).What Is An Automation Center?Nobody can credibly deny that automation tools and processes are essential to effective operations. Even with such broad awareness of this, both tools and process ownership are often fragmented. It makes logical sense to unify the ownership of the tools and of the processes. By ownership, we suggest that a single group be responsible for the entire life cycle of management and automation software tools. This group acquires, installs, configures, integrates, maintains, and optimizes the tools. We call it an automation center because the eventual product of this team is IT automation. Even if it begins with simple monitoring, that humble seed will evolve into a comprehensive technology portfolio for service automation. (see endnote 4) This automation center may exist as a subset of the command center or it can be a sister group within the operations center. Either way, a very tight bond exists between them.Many organizations still make the mistake of distributing ownership of the various automation tools to the seemingly appropriate technical subject matter experts — meaning that network engineers would be responsible for the network monitoring tools, and application developers for application performance management tools, etc. Some of the major flaws with this sort of distributed tool ownership are:Tools get neglected. Because the SMEs have a primary job (engineering), the tools become a secondary focus. The primary job consumes so much energy and time that little or none remains for the tools. This neglect results in suboptimal utilization of the tools and weak integration with other tools — if any.Tools become shelfware. These tools are often expensive, and many of their features are left unused. Some tools even end up uninstalled. This neglect and the lack of a well-engineered portfolio mean that many I&O organizations don't get value out of their automation investments.Tools are used for exoneration. If they own the tools, SMEs tend to use the tools to exonerate themselves when incidents occur. The all-too-normal finger-pointing inherent in incident response puts people in a defensive posture. They just want the tools to prove they are innocent of the latest crime being investigated. This scenario compels destructive organizational behaviors and does little to serve the needs of service customers.Tools blur end-to-end service visibility. If tools are isolated, there is no way to assemble them and their results into a cohesive view of services. You may have wonderful visibility into the isolated pockets, but the service view is missing. What you have with fragmented ownership is akin to being "locally brilliant and globally stupid."What Is A Service Center?Like "NOC," "help desk" is also an anachronism. The term help desk implies that its only purpose is to handle emergencies. A service center, on the other hand, takes on all the functions of the help desk, plus many more. You'll also see the term "service desk," but in the converged operations center (OC), Forrester prefers to elevate its status to a center. It is a center of excellence within the IT organization, not just a "virtual desk" to approach with service incidents. It is the face of IT to the customers, handling not only distress calls but also service requests such as: "My new employee needs a PC, email, application credentials," and so on.The process execution of an effective OC encompasses both a service center and a command center — two distinct, but closely related organizational entities. The automation center is also critical, but in support of the process execution, not necessarily in the active execution itself. A service center without a command center struggles with a methodical process flow to its partner groups in the IT organization because its partners are not well defined. If they are not defined, this flow cannot be effective. The handoffs between the partners thus become a fragile point of failure. We see this in many beleaguered IT organizations. A command center without tight linkage to the service center cannot synchronize its work. It risks stepping on toes, with both groups fielding the same incidents from different directions and with little or no coordination. The result of both scenarios is continued service degradation to the detriment of the IT organization's reputation among business customers and their leaders.The service center is a mature, well-understood entity within most enterprises, so this document focuses more on the command center and its interaction with the service center. The two must be inextricably linked for seamless process execution — for incident and problem management above all, but also for service request management and for managing the ongoing changes. As incidents and service requests arrive in the service center, the service center will process them, and if necessary, hand them off to the command center. This must be unencumbered by organizational complexity; that is, no red tape. Streamlining the interaction is precisely why Forrester advocates placing both teams under a common manager. If there is a conflict between the two bodies, you only need to escalate one level to resolve it.
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  • Now’s the time to get your questions answered….Thank you again for your time, and please let us know how we can help you. Be sure to reach out if your team could use help building a business case for such a tool – we do that day in and day out. And if you’d like to arrange a more in-depth demo, just email info@zenoss.com and tell us about your environment, and we can certainly do a custom demo.Thanks again for joining us, and have a good day!
  • Can You Trust Your IT Monitoring Solutions?

    1. 1. #zendd1 Sept 12, 2013 Can You Trust Your IT Monitoring Solutions? Transforming IT Operations John Rakowski Analyst, Forrester Deepak Kanwar Marketing Strategist, Zenoss
    2. 2. 2 Webinar Logistics • All lines are in listen-only mode • We will answer questions throughout and at the end, so please post questions early and often • Link to webcast recording will be emailed shortly after the show • Stay in touch - Twitter @zenoss - FB https://www.facebook.com/Zenoss - Google+ https://plus.google.com/u/0/+zenoss/posts © 2013 All rights reserved.
    3. 3. Making Leaders Successful Every Day
    4. 4. Can You Trust Your IT Monitoring Solutions? John Rakowski, Analyst September 12, 2013 @momskij
    5. 5. © 2013 Forrester Research, Inc. Reproduction Prohibited 5 Agenda › Can We Trust Our Monitoring Solutions? › Complexity And Monitoring › A Holistic And Unified Approach To Business Technology Monitoring
    6. 6. The „Proactive‟ Monitoring of Technology Based Services Is Essential To Business Success - Detection Of Issues/Problems before end-users - Detect The Root Cause Of The Issue To Prevent It Happening Again
    7. 7. © 2013 Forrester Research, Inc. Reproduction Prohibited 7 So How Are We Doing? Source: A commissioned study conducted by Forrester Consulting on behalf of Zenoss, August 2013 Detection Of Issues Before The End-User Over a ¼! Base: 157 North American IT decision makers
    8. 8. © 2013 Forrester Research, Inc. Reproduction Prohibited 8 So How Are We Doing? Source: A commissioned study conducted by Forrester Consulting on behalf of Zenoss, August 2013 Root Cause Analysis Nearly 1/3! Base: 157 North American IT decision makers
    9. 9. So How Are We Doing? Poll When there is a performance or availability alert in relation to an IT service/application, on average how many error events are generated by your organizations monitoring tools? › Under 5 › 5 to 20 › 21-100 › 101 – 500 › Over 500 › Don‟t know Are We Getting Swamped By Monitoring Tool Alerts?
    10. 10. Today, We Can‟t Trust Our Monitoring Solutions To Provide IT Service Assurance
    11. 11. © 2013 Forrester Research, Inc. Reproduction Prohibited 11 Agenda › Can We Trust Our Monitoring Solutions › Complexity And Monitoring ›A Holistic And Unified Approach To Business Technology Monitoring
    12. 12. © 2013 Forrester Research, Inc. Reproduction Prohibited 12
    13. 13. The Future Brings Complexity 2013-202020122011201020092008 Process People Strategy Manual Ability Technology
    14. 14. © 2013 Forrester Research, Inc. Reproduction Prohibited 14 Systems Of Engagement Strategy Technology Fuels The Business
    15. 15. © 2013 Forrester Research, Inc. Reproduction Prohibited 15 Systems Of Engagement Can Amplify Monitoring Deficiencies …Further Impacting The Reputation Of Enterprise IT!
    16. 16. © 2013 Forrester Research, Inc. Reproduction Prohibited 16 Distributed Technology Environments Source: A commissioned study conducted by Forrester Consulting on behalf of Zenoss, August 2013 Distributed And Increasingly Complex “What best describes your IT environment?” 36% 24% 22% 3% 17% A mix of mainframe and distributed systems Mostly distributed, on premise with a mix of operating systems Mostly distributed operating systems with private cloud Mostly distributed operating systems with public cloud Mostly distributed a mix of operating systems with hybrid (public and private) cloud Base: 157 North American IT decision makers
    17. 17. © 2013 Forrester Research, Inc. Reproduction Prohibited 17 Hybrid Environments Can Amplify Monitoring Deficiencies Source: May 2013, “The Hybrid² Integration Challenge” How Do You Ensure That Your Cloud Provider Is Monitoring Your Services?
    18. 18. © 2013 Forrester Research, Inc. Reproduction Prohibited 18 The Affects Of Distributed Environments Storage, Networks , Server Oracle, SQL, Had oop, NoSQL CRM, HR, BPMS, BRMS Service Desk, Problem Mgmt Infrastructure Data Applications Support Storage Manager Network Manager Database Admin, Network Manager Developers, Application Manager Service Desk Manager SDM, Problem Manager Cloud BI Mobile BYOD IT Service Assurance? Agility? Risk? ROI? Business Benefit?
    19. 19. © 2013 Forrester Research, Inc. Reproduction Prohibited 19 Source: A commissioned study conducted by Forrester Consulting on behalf of Zenoss, August 2013 “How many different technology monitoring tools/solutions are in use at your organization today?” 4% 26% 30% 14% 4% 4% 3% 7% 8% 1 2-4 5-9 10-14 15-19 20-29 30-49 50+ Don't know Base: 157 North American IT decision makers Leads To An Increasing # Of Monitoring Solutions
    20. 20. © 2013 Forrester Research, Inc. Reproduction Prohibited 20 New Enterprise IT Operating Models Require Customer-Centric Processes Source: July, 25 2013 „Prepare Your Infrastructure And Operations For 2020 With Tools And Technologies‟ Service Catalog
    21. 21. So Which IT Processes Do You Utilize? Poll In which IT processes do you utilize monitoring solutions today? › Incident Management › DevOps › Capacity Planning › Demand Analysis › Service Catalog › None of the above › Don‟t know
    22. 22. © 2013 Forrester Research, Inc. Reproduction Prohibited 22 Unfortunately Monitoring Is Only Used In Incident Management Processes Today… To Manage Complexity Requires A Monitoring Strategy That Provides The Following Benefits: Source: A commissioned study conducted by Forrester Consulting on behalf of Zenoss, August 2013 Base: 157 North American IT decision makers Our Monitoring Tools Don‟t Do A Good Job Here!
    23. 23. © 2013 Forrester Research, Inc. Reproduction Prohibited 23 Today Monitoring Tools Don’t Improve Incident Management Processes MTTI MTTK MTTF MTTV MTTR “During the last, memorable major performance or availability alert, how long did it take to identify the root cause of the problem?” Up to 2 hours for MTTK. Root Cause Analysis Features Are Missing! What‟s The Impact To The Business? Source: A commissioned study conducted by Forrester Consulting on behalf of Zenoss, August 2013 Base: 157 North American IT decision makers
    24. 24. © 2013 Forrester Research, Inc. Reproduction Prohibited 24 We Also Need To Talk About “DevOps” Technology Can Help Us Become More Competitive! AGILE Methodologies Required. Test in Production Get It Over To Ops. We Need To Maintain Control & Stability Like ITIL Says CAB, Ap proval Boards ?#! Argggh! This Is Not The Wild West Of IT ?#! Argggh! Monitoring Is Essential To Governing DevOps Approaches
    25. 25. © 2013 Forrester Research, Inc. Reproduction Prohibited 25 Today Monitoring Is Not Helping Solve DevOps Challenges “What would you say are the three main causes of technology performance or availability issues in your environment today?” 56% 42% 35% 35% 33% 19% 13% 13% 10% Unplanned IT capacity or demand requirements Inadequately tested changes in pre-production/test environments Configuration changes /drift in applications Aging or poorly maintained technology infrastructure Inadequately planned changes Lack of investment in proactive support Lack of strategy in regards to monitoring/management tool selection Have too many tools in the environment/ silo based monitoring Poor relationships with technology partners and suppliers (inc. outsourced service providers) Source: A commissioned study conducted by Forrester Consulting on behalf of Zenoss, August 2013 Base: 157 North American IT decision makers DevOps Is A Catalyst For These Issues
    26. 26. © 2013 Forrester Research, Inc. Reproduction Prohibited 26 IT Organizations Will Become Customer Centric And Streamlined Source: February 2013 “New Organizational Models Of IT Balance Efficiency With Responsiveness” The Right „Organization Fit‟ Depends on The Business Value Enterprise IT Will Provide Core Requirements: • Automation • Agility • Consultative Monitoring Is A Foundation In New Enterprise IT Organizations
    27. 27. © 2013 Forrester Research, Inc. Reproduction Prohibited 27 Monitoring Today Relies Too Heavily On People For The Wrong Reasons When a major performance or availability alert arises, which statement most closely resembles the resolution process in your organization? 21% 27% 24% 11% 6% 1% 10% Alert is manually escalated to the relevant team/Subject Matter Expert based on the knowledge of an engineer/help desk operative Alert is detected by a monitoring tool; overall service impact largely deduced via human knowledge, alert manually escalated to the relevant team/Subject Matter Expert Alert is detected by a monitoring tool; overall service impact largely deduced via human knowledge, alert automatically escalated to the relevant team/Subject Matter Expert Alert is detected by a monitoring tool; overall service impact clearly displayed in a centralized event console, alert manually escalated to the relevant team/Subject Matter Expert Alert is detected by a monitoring tool; overall service impact clearly displayed in a centralized event console, alert automatically escalated to the relevant team/Subject Matter Expert We do not experience major performance or availability alerts The resolution process varies for each major performance or availability alert To Further Compound This Issue, 63% Reported That They Use Over 4 FTEs During Last Problem! Source: A commissioned study conducted by Forrester Consulting on behalf of Zenoss, August 2013 Base: 156 North American IT decision makers
    28. 28. This Leads To The ‘ATKHAATKM‟ Approach To Support • Support Today Suffers From: • ‘All The Kings Horses And All The Kings Men’ • This Approach Breeds The Wrong Type of „IT Hero‟ • Enterprise IT Support Value Is Really Only Seen When a Major Incident Occurs… This Is Not The Approach Required To Deal With Rising Complexity
    29. 29. © 2013 Forrester Research, Inc. Reproduction Prohibited 29 Agenda › Can We Trust Our Monitoring Solutions › Complexity And Monitoring › A Holistic And Unified Approach To Business Technology Monitoring
    30. 30. © 2013 Forrester Research, Inc. Reproduction Prohibited 30 To Trust That Our Monitoring Can Deal With Rising Complexity We Need To Move a Holistic And Unified Approach
    31. 31. © 2013 Forrester Research, Inc. Reproduction Prohibited 31 A Blueprint For A Holistic And Unified Approach To Monitoring 2. Define IT Services Need To Be Monitored From A Business Perspective 3. Assemble A Customer Centric Monitoring Portfolio 4. Market The Benefits Of Monitoring 1. Centralize Your Support Operation These Steps Are Not A „One Time‟ Activity
    32. 32. © 2013 Forrester Research, Inc. Reproduction Prohibited 32 Centralize your Support Operation › This will be your hardest challenge!
    33. 33. © 2013 Forrester Research, Inc. Reproduction Prohibited 33 Consolidate Into An Operations Center Approach March 2013 “Evolve Your Operations Center For True Service Management” Triage, IT Service knowledge Monitoring And Automation Service Desk
    34. 34. © 2013 Forrester Research, Inc. Reproduction Prohibited 34 Define IT Services To Be Monitored › Engage your customers • Who are they? • What applications/IT services do they use? • How do they define application availability and performance? • How can you work with application developers/owners to ensure „healthy‟ applications? › Proactive Monitoring Depends On Your Customers Perception of IT Service Availability And Performance
    35. 35. Understand Their Relation To Business Functions • Collaboration Services • Business CRM Services
    36. 36. A Unified Monitoring Solution Approach Is Essential 23% 6% 8% 13% 6% 11% 8% 8% 9% 4% 3% 1% 16% 13% 15% 8% 12% 9% 11% 4% 5% 3% 3% 9% 17% 13% 13% 12% 6% 6% 10% 4% 10% 1% Unified monitoring solution – servers, storage, networking etc. Easy setup and monitoring configuration Agentless monitoring Software As A Service (SaaS) option Compelling solution roadmap relevant to your challenges Open source solution Time based (14 day to 3 month) trial version with full… Strong customer community Documented customer adoption case studies Subscription license Freemium version available with limited functionality Industry awards Ranked 1 Ranked 2 Ranked 3 “If you were looking to select a monitoring solution in the future, what factors would influence your decision to purchase?” Source: A commissioned study conducted by Forrester Consulting on behalf of Zenoss, August 2013 Base: 157 North American IT decision makers
    37. 37. © 2013 Forrester Research, Inc. Reproduction Prohibited 37 Focus On Customer Centric Monitoring Application Transaction Mapping › The Aim Is To Ensure an End to End Unified Monitoring Approach Photo Order End User Experience Business Dashboards ITSM Integration Application Database Workload Unified Console Automation
    38. 38. © 2013 Forrester Research, Inc. Reproduction Prohibited 38 Understand Systems Of Engagement Monitoring Requirements “Please select the top four capabilities that you would like from future monitoring solutions” 27% 11% 10% 9% 18% 6% 8% 6% 3% 2% 15% 18% 18% 13% 6% 9% 8% 6% 3% 4% 13% 16% 15% 11% 8% 13% 9% 7% 7% 1% Awareness of issues/problems before end-users experience them Quick root/probability cause analysis Live dashboards that clearly summarize current service/application availability Simple configuration of new monitors/rules/thresholds End-to-end application and/or service monitoring Automated response (actions, scripts etc) to issues or events Accurate reporting on past IT performance and availability Capacity and demand analysis Scenario or “what-if” analysis Communicating the value of Enterprise IT Ranked 1 Ranked 2 Ranked 3 Source: A commissioned study conducted by Forrester Consulting on behalf of Zenoss, August 2013 Base: 157 North American IT decision makers Todays Requirements Systems Of Engagement
    39. 39. Market The Benefits of Monitoring • Promote The Value Of Monitoring Solutions • Create Business Centric Dashboards That Show The Business Importance Of It Services: • Revenue Related Dashboards • Customer Behaviour Dashboards
    40. 40. Recommendations Audit The Monitoring Solutions In Your Environment  Do They Cover End-To-End, Customer Centric Monitoring? Begin To Identify IT Strategic Programs That You Can Leverage For Monitoring Investment Start To Build The Business Case For Support Centralization
    41. 41. Thank you John Rakowski +44 0207 323 7761 jrakowski@forrester.com @momskij
    42. 42. 42 Zenoss Transforming IT Operations Cool Vendor in IT Operations 2010 Best Monitoring Tool for the Cloud • Category • Open Source & Commercial Offerings • Large Active Community: 105K Members • Fastest Growing Enterprise Management Software Company • 2010, 2011,2012 Inc 500 • 2011 #22 2012 #55 on Deloitte Fast 500 • Growth across key segments: Enterprise, Web, Federal, SMB, Service Provider • Most Widely Adopted Cloud Management Console • Largest install-base of any cloud-capable management product in the market • Unifies physical, virtual & cloud monitoring • Enables public, private and hybrid cloud scenarios • Strong Business & Team • Rapid growth with new customer acquisition and retention • Annapolis, MD & Austin, TX & San Jose, CA © 2013 All rights reserved.
    43. 43. 43 Zenoss Service Dynamics Driving Efficiency and Lowering MTTR Resource Manager Impact Analytics ZenPacks •Bring extensibility to Zenoss platform •Add capability without rip & replace Resource Manager • Unified full-stack monitoring • Topology modeling and visualization • Large scale event processing • Multi-instance event aggregation Impact • Real time service dependency mapping and impact analysis • Automated root cause analysis Analytics • Service Level Reporting from a Single Dashboard. • Trends & Patterns to help Root Cause Analysis • Input for Capacity planning & infrastructure optimization ZenPacks
    44. 44. 44 © 2013 All rights reserved. Holistic view to help meet SLAs Delivers fault and performance analytics for application services as well as infrastructure components We needed to know whether machines went down and why, and needed to be able to fix those issues immediately. With an easy to use interface, Zenoss proactive alerts allowed us to spot and fix issues in minutes" David Naley, Systems Administrator, KeyMark
    45. 45. 45 © 2013 All rights reserved. Get a Head Start on your Problem Resolution "We see problems or alerts much sooner on subsets of web cluster or staging nodes that we are able to catch before they actually make it to production." Scott McCool, Web Hosting Manager Nature.com • Identify possible causes for service disruption • Communicate the source of the problem • Provide a head-start on service restoration
    46. 46. 46 Real Insight into your Environment © 2013 All rights reserved. • Real Service Level Views • Customizable Reports to meet your business needs • Patterns and trends for Capacity Planning & Infrastructure Optimization
    47. 47. 47 Summary © 2013 All rights reserved. • Zenoss Service Dynamics • Unified solution that reduces complexity in modern datacenters • Provides Service Level context to your monitoring • Generates actionable alerts that can shorten MTTK and MTTR • Provides detailed analysis of your IT Ops today and identifies trends for vital input in your capacity planning and infrastructure optimization "It is all about minimizing performance degradation and downtime, and Zenoss does a great job of that. The solution works exactly the way we need it to work." Marty Meyers, Global Network Operations Manager, Rackspace
    48. 48. 48 Q&A For more information: www.zenoss.com | blog.zenoss.com info@zenoss.com toll-free +1-888-936-6770
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