Eliminating Event Storms
© 2013 Forrester Research, Inc. Reproduction Prohibited 2Agenda› Housekeeping› Introductions› Zenoss Philosophy› Forrester...
#zendd3Housekeeping• Chat any audio/video issues to session Moderator• Submit topical questions in the webex Q&A window• T...
#zendd4JP GARBANIVICE PRESIDENT, PRINCIPAL ANALYSTINFRASTRUCTURE & OPERATIONSJ.P. serves Infrastructure & Operation Profes...
5The Zenoss Philosophy1Unified ViewOne view of all critical ITinfrastructure resources2Open ExtensibilityEasy, open interf...
6The IT Industry has welcomed thisIndustry LeadersServiceProviders
Making Leaders SuccessfulEvery Day
Is Complexity Overwhelming yourIT Operation?Jean-Pierre GarbaniVice President & Principal AnalystJune 7, 2013
Forrester client interviews..How do you feel about problem resolution:• There is no correlation possible between all the e...
© 2012 Forrester Research, Inc. Reproduction ProhibitedAgendaTrends in complexityIT management tools proliferation is inef...
Hardware and software sprawl Increases complexity0204060801001201401991199219931994199519961997199819992000200120022003200...
Complexity exceeds human capacityDecember 2012 “Turn Big Data Inward With IT Analytics”
Accelerants make actual complexity even worseDecember 2012 “Turn Big Data Inward With IT Analytics”Accelerants: Scrum, vir...
Overwhelmed by events and alarms..14“The National Oil Spill Commission’s report agrees that the monitoring systemsused on ...
© 2012 Forrester Research, Inc. Reproduction ProhibitedSo we buy tools…150510152025301995 1996 1997 1998 1999 2000 2001 20...
© 2013 Forrester Research, Inc. Reproduction Prohibited 16Why hasn’t all that money paid off?› Silo-focused› Chasing the w...
© 2013 Forrester Research, Inc. Reproduction Prohibited 17IT management tools are important1%1%22% 46% 30%Not at all impor...
© 2012 Forrester Research, Inc. Reproduction Prohibited 18As a consequence: 60% of IT operations cannot resolve 25% or mor...
© 2013 Forrester Research, Inc. Reproduction Prohibited 19And cost a lot to business in downtime11%13%15%23%38%1%95% or le...
© 2013 Forrester Research, Inc. Reproduction Prohibited 20Estimation Challenge
© 2013 Forrester Research, Inc. Reproduction Prohibited 21And in IT resources as well..12%39%29%14%6%1%Less than 10%10 to ...
Better tools are urgently needed2243%43%45%48%57%58%Implement better tools to manage availability andperformance of our cr...
More to comeZenoss and Forrester are currently building a newsurvey on data sources and event volumes to betterunderstand ...
MTTI MTTK MTTF MTTVWhat needs improvement?MTTRMean time to identifyMean time to knowMean time to fixMean time to verifyHow...
MTTK is improved through better visibility and integration25Source: A commissioned study conducted by Forrester Consulting...
© 2013 Forrester Research, Inc. Reproduction Prohibited 26Conclusion› Business services availability and performance probl...
RecommendationsIT organizations need the right tools to be efficient.• Broad domain monitoring capabilities that can be ab...
Thank youJP Garbani+1 239 352 0129jpgarbani@forrester.com
29Where Event Storms Go To Die
30Q&AFor more information:www.zenoss.com | blog.zenoss.cominfo@zenoss.comtoll-free +1-888-936-6770
Thank You for Joining Us!Exit PollTransforming IT Operations
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Eliminating Event Storms [Zenoss & Forrester Research Webinar]

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Most IT professionals these days suffer from information overload, overwhelmed by literally more data than they know what do with, yet still missing the critical insights the data is supposed to provide. And when Event Storms occur, amplifying signal over noise can often feel like searching for the proverbial needle in a haystack.

To help you address this issue, we’ve brought in JP Garbani from Forrester Research for a series of conversations about how we got to this point, how much it’s really costing your company, and most importantly, what you can do about it.

In this first session, we've covered:
- Three reasons being data driven actually increases downtime
- What other industries have learned about drinking from the monitoring-data fire hose
- Why spending more on IT management software does NOT solve the problem
- The most critical IT Operational needs that remain unmet by most software packages
- Forrester’s keys recommendations for amplifying signal over noise

If your team’s ability to generate data has surpassed your ability to make sense of it when it counts, register today!

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  • Welcome to our “Eliminating Event Storms” session today with Zenoss & Forrester Research.Today we’re going to take an in-depth look into business costs associated with drinking from a data fire-hose across multiple industries, we’ll see why spending more money on more software may not solve this problem,and we’ll see what the experts recommend for amplifying signal over the noise to get issues resolved faster, better, & cheaper.
  • I’m Jennifer Darrouzet, Zenoss’ Director of Product Marketing, and I’ll be facilitating our discussion today. After a bit of housekeeping, we’ll introduce our guest speaker from Forrester, Explain why Zenoss is different in 3 minutes flat,And then jump right into the trends Forrester is tracking, Plus their recommendations on how to get ahead of the gameA quick tour & your live Q&A will wrap up the hour.->So let’s get started.
  • Please do ask questions along the way & we’ll get to as many as we can.Also, attendees will receive recordings of the presentation.
  • Now I’m pleased to introduce Jean-Pierre Garbani, who covers IT Infrastructure & Operations at Forrester Research. He’ll share with us the trends he’s observing in the IT management software space, and what to do about them. Welcome back, JP!JP is also going to be leading a Forrester research effort over the course of the next few weeks, that will help characterize how much data that IT operations are facing, what’s normal and what’s abnormal regarding quantities and timing of data flow, and the describing the various sources of data -> all with the aim of quantifying this as a Big Data business challenge that your leaders can understand and tackle head-on.
  • But before I turn it over to JP, I’ll take just 3 minutes to explain what Zenoss is & what makes us different:#1: Zenoss is a unified monitoring platform that consolidates data into one place. Too many organizations juggle 10+ tools, even though that’s proven to slowyou down, impact customer service, and cost you money.#2: Consolidating to 1 tool is possible because our architecture is open & extensible. Users of both our open-source and commercial off-the-shelf platforms can add capabilities when they need to because of our open, easy interfaces. Just google “ZenPack Directory” to see all the gear, applications, and custom capabilities that your peers have developed. This openness & extensibility makes it possible to have One Tool To Rule Them All (and I say that with my apologies to all you Lord of the Rings fans out there today.)#3: And finally, our Service Impact module is the secret sauce for getting real, actionable knowledge (not just data) from your tool. Using a real-time service model, Zenoss can see not just what depends on what, but also who depends on what, so you can serve your business better, and make decisions quickly and accurately.
  • Over 350 industry leaders have picked Zenoss so they can server their businesses better: delivering IT services that give them a competitive advantage. When you add in the users of our free and open-source Zenoss Core product, Zenoss is helping manage over 35,000 datacenters in almost 180 countries worldwide.
  • In this presentation we will look first at IT Trends, then at how these trends are transforming IT. Because IT services must conform to user expectations, we will then take the performance management perspective before concluding the presentation.
  • Estimation challenge [audience poll]: “Guess the order of magnitude: an hour of worst-case downtime would cost your org what?”$1$10$100$1000$10,000$100,000$1,000,000>$1M[if you can’t have that many options, drop the options <$100]
  • Now let’s see what our customers are doing with Zenoss.
  • 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!
  • Exit Poll:Would you recommend this session to a peer?YesNo
  • Eliminating Event Storms [Zenoss & Forrester Research Webinar]

    1. 1. Eliminating Event Storms
    2. 2. © 2013 Forrester Research, Inc. Reproduction Prohibited 2Agenda› Housekeeping› Introductions› Zenoss Philosophy› Forrester Findings & Recommendations› Quick Tour + Q&Awww.zenoss.com | info@zenoss.com | blog.zenoss.comtoll-free +1-888-936-6770
    3. 3. #zendd3Housekeeping• Chat any audio/video issues to session Moderator• Submit topical questions in the webex Q&A window• This session will be recorded & provided to you
    4. 4. #zendd4JP GARBANIVICE PRESIDENT, PRINCIPAL ANALYSTINFRASTRUCTURE & OPERATIONSJ.P. serves Infrastructure & Operation Professionals in predicting and quantifying ITdisruptions. J.P.s expertise is in the IT management software and IT operationsmarket, and his research examines the shifting industry dynamics caused byeconomic pressures and the impact of new technologies such as virtualization on theIT organization.J.P. has several decades of experience as an IT technology designer and marketerand also as a client of IT technology. He has broad experience in designing advancedtechnology solutions in industrial and commercial applications and bringing them tomarket.
    5. 5. 5The Zenoss Philosophy1Unified ViewOne view of all critical ITinfrastructure resources2Open ExtensibilityEasy, open interfacesand active community ofdevelopers3Service ModelContext is key in adynamic datacenter
    6. 6. 6The IT Industry has welcomed thisIndustry LeadersServiceProviders
    7. 7. Making Leaders SuccessfulEvery Day
    8. 8. Is Complexity Overwhelming yourIT Operation?Jean-Pierre GarbaniVice President & Principal AnalystJune 7, 2013
    9. 9. Forrester client interviews..How do you feel about problem resolution:• There is no correlation possible between all the events that arecoming in. As the identification of issue is the basis for MTTR, ourperformance is not good in resolving issues. We lack sufficientinformation and too many people are involved in problemidentification and resolution. The problems are evenly splitbetween infrastructure and applications.• We need a better alerting and identification solution. We needvisibility into applications and transactions.• We are never able to resolve an issue within an hour. Maybe oneor two weeks.
    10. 10. © 2012 Forrester Research, Inc. Reproduction ProhibitedAgendaTrends in complexityIT management tools proliferation is ineffectiveBusiness and IT Operations pay the consequencesWhat is a good toolset?ConclusionRecommendations10
    11. 11. Hardware and software sprawl Increases complexity02040608010012014019911992199319941995199619971998199920002001200220032004200520062007200820092010201120122013050100150200250300350400450500Cost of Hardware ComponentsAs a % of 1991 costsOperating System SizeIn Million Source Lines of Code(SLOC)NT 3.1NT 3.5NT 4.0Windows 2000Windows XPWindows 2003MAC OS XV10.4Source: Forrester Research, Inc.
    12. 12. Complexity exceeds human capacityDecember 2012 “Turn Big Data Inward With IT Analytics”
    13. 13. Accelerants make actual complexity even worseDecember 2012 “Turn Big Data Inward With IT Analytics”Accelerants: Scrum, virtualizationCloud…
    14. 14. Overwhelmed by events and alarms..14“The National Oil Spill Commission’s report agrees that the monitoring systemsused on the platform provided the right data, it points out that the solution usedrelied on engineers to make sense of that data and correlate the right elements todetect anomalies. “More sophisticated, automated alarms and algorithms” couldhave been used to create meaningful alerts and maybe prevent the explosion.The Commission’s report shows that the reporting systems used have not keptpace with the increased complexity of drilling platforms.”The Deepwater Horizon Platform:“As a result, as alarms rang and warning lights flashed, the operators did notrealize that the plant was experiencing a loss-of-coolant accident. Theytook a series of actions that made conditions worse by simply reducing the flow ofcoolant through the core.”The Three Mile Island Nuclear Power Plant:
    15. 15. © 2012 Forrester Research, Inc. Reproduction ProhibitedSo we buy tools…150510152025301995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012Annual Management Software SpendingUS$Billions* Spending figures are educated guesstimates… therefore, pretty accurate
    16. 16. © 2013 Forrester Research, Inc. Reproduction Prohibited 16Why hasn’t all that money paid off?› Silo-focused› Chasing the wrong goals› Exoneration› Duplicate tools› Impossible integration16
    17. 17. © 2013 Forrester Research, Inc. Reproduction Prohibited 17IT management tools are important1%1%22% 46% 30%Not at all important 1 2 3 4 Very important 5Source: A commissioned study conducted by Forrester Consulting on behalf of Zenoss, September 2012“How important are IT management software tools in controlling critical applicationavailability and performance in your organization?”Less than1027%Between10 and 2942%Between30 and 4917%50 ormore10%Dontknow4%“How many different infrastructuremonitoring and applicationmonitoring tools are currently in usein your IT operation (includingnetwork, servers, database andapplication monitoring)?”And we buy a lot of them!!
    18. 18. © 2012 Forrester Research, Inc. Reproduction Prohibited 18As a consequence: 60% of IT operations cannot resolve 25% or moreissues within 24 hours and use many resources to achieve this resultSource: A commissioned study conducted by Forrester Consulting on behalf of Zenoss, September 2012Base: 161 North American IT decision makers“What percentage of availability and performanceproblems are you able to satisfactorily diagnoseand resolve within 24 hours?”8%25%27%39%1%25% or lessBetween 26% and 50%Between 51% and 75%More than 75%Dont knowTwo to fivepeople39%Six to ninepeople33%Ten ormorepeople27%Dont know1%“How many persons in your organization aretypically involved in resolving an availability andperformance issue?”But they are not very effective…
    19. 19. © 2013 Forrester Research, Inc. Reproduction Prohibited 19And cost a lot to business in downtime11%13%15%23%38%1%95% or less96%97%98%99% or moreDont know7%18%19%23%9%15%9%$10,000 or lessBetween $10,000 and $49,999Between $50,000 and $99,999Between $100,000 and $499,999Between $500,000 and $999,999$1 Million or moreDont know“Please estimate the percentage availability ofyour most critical application?”“What would you estimate is the business cost of one hour ofdowntime for your most critical application?”Source: A commissioned study conducted by Forrester Consulting on behalf of Zenoss, September 2012Base: 161 North American IT decision makers62% of critical applications are down more than 2% of the time.This represents a week of work in a 250 business days a year X 9 hours business
    20. 20. © 2013 Forrester Research, Inc. Reproduction Prohibited 20Estimation Challenge
    21. 21. © 2013 Forrester Research, Inc. Reproduction Prohibited 21And in IT resources as well..12%39%29%14%6%1%Less than 10%10 to 20%21 to 30%31 to 40%More than 40%Dont know“What percentage of time do you believe your IT operational resources are spending onunplanned and/or unscheduled tasks due to infrastructure and application issues?”Source: A commissioned study conducted by Forrester Consulting on behalf of Zenoss, September 2012Base: 161 North American IT decision makersWe could gain at least 20% more IT resources by improving theIT management product situation
    22. 22. Better tools are urgently needed2243%43%45%48%57%58%Implement better tools to manage availability andperformance of our critical business servicesImprove our incident and problem managementprocessImprove the cooperation between teams whenworking on performance or availability issuesImplement an end to end performancemanagement solutionIntegrate our tool set to receive better informationReceive meaningful performance and problemalerts before the end users are affected“In terms of your organizations availability and performance management, which of the followingareas would you say are the most in need of improvement?”Source: A commissioned study conducted by Forrester Consulting on behalf of Zenoss, September 2012Base: 161 North American IT decision makers
    23. 23. More to comeZenoss and Forrester are currently building a newsurvey on data sources and event volumes to betterunderstand what users are experiencing..This will be available in our next webinar session
    24. 24. MTTI MTTK MTTF MTTVWhat needs improvement?MTTRMean time to identifyMean time to knowMean time to fixMean time to verifyHow do we attack MTTK?
    25. 25. MTTK is improved through better visibility and integration25Source: A commissioned study conducted by Forrester Consulting on behalf of Zenoss, September 2012Base: 161 North American IT decision makers“What are the key features of an ideal monitoring/management solution?”[Ranked 1st]17%20%24%25%25%30%40%51%55%Providing root cause analysis toolsProvide deep dive analysis of infrastructure andapplication componentsIntegrating all monitoring data on a customizabledashboard to foster cooperationMonitoring application servers (such as Java EE and.NET)Integrating business metrics and IT Operational metricsin a single dashboard?Discovering application to infrastructure dependenciesMonitoring the network from an application standpointMonitoring the whole infrastructure for availability andperformanceMapping applications to infrastructure components
    26. 26. © 2013 Forrester Research, Inc. Reproduction Prohibited 26Conclusion› Business services availability and performance problems have thegreatest impact on an enterprise bottom line.› The ability to understand the dynamic context of each businessservice and to model which infrastructure components are used inservice delivery is the basis needed for an accurate analysis ofissues.› Infrastructure and application management is teamwork. Multipleconstituencies intervene at the different stages of the incident andproblem management process.› Each of these participants must not only find the right information toperform their tasks, but do so in accordance with the other teammembers.› A common, integrated view of all component data is a key feature ofa good management solution.
    27. 27. RecommendationsIT organizations need the right tools to be efficient.• Broad domain monitoring capabilities that can be abstracted in a waythat focuses on business services• The result must promote cooperation across teams, better resourceprioritization and more streamlined troubleshooting.The tools must provide the right information.• ability to understand the dynamic context of each business servicetransactionThe right information must be available to the right people• Since multiple constituencies intervene at the different stages ofmanagement• Each of these participants must find the right information to perform theirtasks while sharing it with their peers
    28. 28. Thank youJP Garbani+1 239 352 0129jpgarbani@forrester.com
    29. 29. 29Where Event Storms Go To Die
    30. 30. 30Q&AFor more information:www.zenoss.com | blog.zenoss.cominfo@zenoss.comtoll-free +1-888-936-6770
    31. 31. Thank You for Joining Us!Exit PollTransforming IT Operations

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