Key Factor in Producing
and Maintaining Integrated
IT Services
PULSE 2009

Agenda
1. What Drives Automation ?
2. Why Do We Have to Go Beyond Management 101 ?
The Evolution of Automation „Tools― – Are We there Yet ?
3.
4. So there Is Automation and AUTOMATION ?
5. What Effects Can Be Expected from AUTOMATION ?
A few Examples….
6. How Does It Work ?
7. How Does It Integrate ?
2|

1. What Drives
Automation?
3|

Improving IT Service !
As maintaining
Business will On the personal
status quo still
always prioritize agenda of any
consumes
availability l.e. manager security
roughly 80% of
less and shorter in the sense of
„Compliance“ is the available IT
outages /
budget cutting
incidents and an among the top three.
operating cost is
overall improved I.e. documentation
still one of the
performance and arguability are
main priorities.
of the essence.
PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
4|

2. Why Do We Have
To Go Beyond
Management 101?
5|

The Conventional Approach to Escape Cost Pressure
Making use of economies of scale
Standardization
• of infrastructure
• of processes
• of applications
Consolidation marginal cost
But economies of scale…
do not fully apply to manual labor.
cannot be applied to individual applications.
cannot be applied when focusing on business
processes.
cannot be used when aiming to gain
competitive advantage.
item
6 | PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services

The Conventional Approach to Escape Quality Pressure
Introducing ITIL
As a common process model ITIL will provide for…
a clear definition of responsibilities;
an increase in transparency and documentation quality;
an improvement in communication and reconciliation;
cost transparency..
But ITIL simply does not change the way...
„things are done― by the actual administrators and
therefore does not change the process used for
„operating IT―.
7 | PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services

IT – Way Back?
KNOWLEDGE
CRAFTSMAN MANUFACTURE INDUSTRY
WORK
Economy Today
IT Today
2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
8 | PULSE

3. The Evolution
of Automation „Tools―
– Are We There Yet?
9|

Buzzword Bingo
Processes
ITPM
BPM
Services
RBA
WL-Auto
Apps
OS/VM DCA
NSM
HW/ BTM
HyperV
BSM
ITSM
Facility
Admin User Manager
10 | PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services

The State of Evolution ?
Previously saved Standard procedures
are applied – no
Tasks are executed
Standardized
Scheduled at a predefined time matter what!
Previously saved
Standard procedures
Tasks are executed
are applied as they
Event-Triggered as a previously Rationalized make sense
defined event occurs
Previously saved Procedure snippets
Tasks are Automatically are dynamically
Dynamic
Executed as necessary
Automated combined to find
effecitve solutions
PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
11 |

Evolution of Automation Solutions
Dynamic
aAE
WL
DCA
Automation
IT Process
RBA
Automation
Rationalized
Automated
Scheduled Event- Triggered
NSM
12 |
Standardized

Automation Autopilot – Are We There Yet ?
The arago Automation Engine (aAE) integrates and automates other existing
automation solutions
This solution relies on a model of the infrastructure and service landscape to
dynamically decide upon desirable actions
Personal comfort zone of automation can be adjusted
Run Book Data-Center IT-Process- Workload
Automation Automation Automation Automation
Provisioning Integrate Job
Admin-
Config Mgmt. ITIL-Tools Scheduling
Scripts
Dynamic Automation /
Universal Automation Engine /
Automation Autopilot
PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
13 |

4. and AUTOMATION?
So there Is Automation
14 |

One Step Ahead – Industrialization of IT SM
Automation is
Run Book
Taylorization included in many
Automation
tools and processes.
Still a person triggers
Standardization IT Process
even the most boring
(Assembly Line) Automation
action lists in most
cases
Data Center
Commoditization
In AUTOMATION the
(Economies of Scale) Automation
system handles itself
as far as desired.
Workload
Individualization
Experts are pushed
(Just in Time) Automation
further up the value
chain as they feed
Policy Based the AUTOMATION
AUTOMATION Automation with their knowledge.
PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
15 |

5. Effects
What
Can Be Expected from
AUTOMATION?
- A few Examples…
16 |

Consequences of Introducing Automation in IT Operations
Reducing complexity and
Improving Quality
interface of tool landscape
Reduced number of incidents,
Effective use of employees´
increased availability
skill profiles
Reducing the amount of time
needed to process an incident Minimizing manual labor means
minimizing HR cost
Better transparency and
Cutting Cost
Kostensenkung
full documentation
Additional advantages of automation
Can be introduced Can be applied to individual Allows for soft
„on top of“ standardization applications and consolidation of system
and consolidation environments management tools
PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
17 |

Example of Mostly Automated IT Operations
Number of Incidents: manually versus automatically handled
30.000
25.000
20.000
Number of Tickets
15.000
10.000
5.000
Sep Okt Nov Dez Jan Feb Mar Apr Mai Jun Jul Aug Sep Okt Nov Dez Jan Feb Mar Apr Mai
0 05 05 05 05 06 06 06 06 06 06 06 06 06 06 06 06 07 07 07 07 07
 handled  handled
manually automatically
PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
18 |

arago Automation Overview – Sample Implementation
Migration Individual
Status before Status with
Automation
automation automated IT
project operation
Documenting the IT Analyzing all
model incidents
SAP portal environment > 99,9% availability
Building new Intense system
with 80% individually
As the application is developed
monitoring concept analysis
developed applications in
within a live environment,
JAVA and .NET.
Reinstallation of Improving the
instability seems unavoidable.
platform on new model
Business critical Automation however makes
infrastructure
application with a this instability invisible to the
throughput of 60% of all users.
This phase took up This phase took up
transactions.
5 instead of 3 1 instead of 2 Double the amount of users
months (planned) months (planned)
Ca. 70 servers and Hits on the same platform
The documentation Just using the
Availability < 70% Transaction volume increased
of application standard rule set
while being operated by a from 60% to 80% of total
interdependencies increased the
large IT provider sales.
was rewritten availability to more
completely due to than 95%
quality reasons.
PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
19 |

Unleashing the Power of Automation
The power of automation increases
with the complexity and individuality The full power of
of the environment to be operated. automation will be
unleashed when it is
Automation potential also increases applied to individual
with growing levels of applications as they
Individual are until now almost
interdependency. Applications resistant to any
Heterogeneous
optimization in IT
Infrastructure
operations.
Standard
Software (SAP)
The positives effects of
Automation will increase integrating automation into
Desktop
its results as it is IT operations will come to
Environment
deployed onto well its peak when used upon a
documented and well heterogeneous and
used standard software.
As desktop environments distributed environment.
Host FAQs will be included
do not have many These kinds of IT
Due to the long into the rule set and their
interdependencies and as landscape can be found in
experience gathered on knowledge becomes
modern desktop today´s Web Computing
host systems and the widely available.
environments rely on and large Client Server
automation therefore highly standardized and solutions.
already in place as well automated operation
minor dependencies to environments automation
underlying systems, the will only have slight effects
power of automation is here.
lowest on mainframes.
PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
20 |

6. How Does
It Work?
21 |

Three Technical Stages of Automation
Technical Focus Result
Predefined plan to be executed Work is executed manually (while using
manually or via script tools)
RUNBOOK
Steps taken are well documented for
AUTOMATION previously known situations
Automated action is triggered A situation is analyzed by building an
upon deducing one path of event chain
ROOT-CAUSE-ANALYSIS possible causes To create an automation the complete
BASED AUTOMATION situation and the complete solution
have to be known
Analysis and dynamic The situation is devided into and
correlation of events to analyzed from many perspectives.
KNOWLEDGE GRAPH/ execute many automated The solution is created dynamically by
action blocks and dynamically combining knowledge from all
MODEL-BASED find an appropriate solution perspectives. Devide and conquer as
AUTOMATION while documenting the steps. an automated process.
PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
22 |

arago´s Automation Model
Convergent Knowledge Graph
Algorithm.
Knowledge Base with mode than
30.000 rule expressions.
Isolated knowledge and insolated
actions are saved and combined by
aAE to find a solution thereby bridging
silos and information gaps.
PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
23 |

Automation Engine Overview – I/O Model
Rule Base / The arago Automation Engine
Action (aAE) uses available monitoring
Repository and model data of a given IT
landscape.
The model describes
dependencies between
components as described by the
IT Model
M—A-R-S method and read from
CMDB
The knowledge needed to resolve
Monitoring incident is saved in the rule base
and
The aAE will analyze all incoming
Event Data
data and will execute a
combination of actions to resolve
any upcoming inconvenience.
Compliance is guaranteed as aAE
documents all actions taken and
the cause for taking an action.
PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
24 |

Sample: Scenario of an Automated Problem Resolution
One of two SAP hosts in a customer´s SAP clusters crashed physically.
The web servers in a totally different context of the client´s IT environment
overload a short time after this event.
The web servers are restarted automatically but crash again after just a few
minutes of operation.
In the mean time monitoring data indicates slow processing speed in one of
the SAP Business Connector clusters.
The individually developed SAP Business Connector interfaces are restarted
on the remaining SAP server.
After this step the data processing is back to normal speed and restarting
the web servers again results in normal operation.
All problems are resolves.
Non of the applied rules were specifically written for this customer. This
automation is a result of silo automations written by SAP, web, data
pump and infrastructure experts.
PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
25 |

Sample: Scenario of an Automated Problem Resolution
– Abstract Model Representation
WS1 WS2 WS1 WS2 CP1 CP2 CP1 CP2 DF1 DF2 WS1 WS2 CP1 CP2 TR1 TR2 bccl.zlag.com DF3 DF4 dop176.zumtobel.co.at Smtpfilter.zag.co.at
Internet Internet Publizierungs
Jakarta DBCL1 Publizierungs
Information DCOM Information monitor TREX Dienst R/3 Ping FS Service SQL Server SMTP
Tomcat Produktion monitor CPS
Services Services Webserver
DMS-
OS-Application- CMS-Publizierungs-
Public-IIS-Produktion CPS-IIS-Produktion CPS-J2EE-Produktion SDB-DB-Produktion TREX-Ressourcen ERP-Datainterface Filesystemshare- ADB-DB-Produktion Mailsystem
Produktion Ressourcen
Produktion
Customer Portal
Produktion
Reverse-Proxy- Customer-Portal- Customer-BC- Customer-SAP-Portal- Customer-SAP-Portal- PDB-Ressource- VIVA2000-DB- VIVA2000Data-DB- ZSPortal-DB-
LDAP-Produkion AD-Produktion PDB-DB-Produktion
Produktion Produktion Produktion DB-Produktion Produktion Produktion Produktion Produktion Produktion
Apache- SAP J2EE Apps
Customer- DBCL2 DBCL1 DBCL1 DBCL1 DBCL1
Webserver LDAP Service AD Service Apache Engine FS Service Webserver
SAP-BC-5555 Produktion Produktion Produktion Produktion Produktion
Produktion Produktion Produktion
RP1 RP1 LD1 LD2 DC2 DC3 WS1 WS2 BC3 BC4 DF1 DF2 PO3 PO4 DF3 DF4 DF3 DF4 DF1 DF2 DF1 DF2 DF1 DF2 DF1 DF2
PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
26 |

Sample: Scenario of an Automated Problem Resolution
– Abstract Model Representation
PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
27 |

Sample: Scenario of an Automated Problem Resolution
– Viewing the aAE
PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
28 |

Sample: Scenario of an Automated Problem rRsolution
– Viewing the aAE
PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
29 |

Sample: Shadow Table and SAP Server Events Relate
PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
30 |

Sample: Reinitiate Shadow Service on Remaining
SAP Machine
PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
31 |

7. How Does
It Integrate?
32 |

Incident Management the Old Fashioned Way
1a 7
Helpdesk
Monitoring 2
1
Service
6 3
5
IT experts
(Incident
Management)
4
PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
33 |

Incident Management with Automation Engine
1a 6
Helpdesk
Monitoring 2a
Service
1
5 2 1b
C 4
IT experts D
(Incident
A
Management)
B 3
PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
34 |

arago Automation Overview - Integration
The arago automation engine
(aAE) seamlessly integrates
into a standard ITIL tool
(CMDB, monitoring, …) and
process environment
This is done by introducing the
arago automation engine at any
point of the processes requiring
manual interaction.
Only when the arago
automation engine cannot
complete the processing of a
task it will assign the pre
processed task to a qualified
administrator.
PULE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
35 |

arago Automation Overview – Implementation Phase
Technical
implementation Process implementation
Preparation phase
IT-Model
Monitoring Model
Implementing aAE
Process Implementation
Installation
DryRun Standard Run
Individual Config
DryRun
Installing the Test drive Putting the standard Test drive
engine standard rule rule set into action individual rules
software set by logging while analyzing the the same way
including the and not individual environment the standard
standard rule executing and occurring incidents rule set was
set. actions to be for automation tested.
taken. potential.
PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
36 |

Sample: Integrating the arago Automation Engine
into an IBM Tivoli Environment
An IT environment that is managed by using the IBM Tivoli suite of system
management and business service management tools is to benefit from the
effects of arago´s automation technology.
Only the automation engine (aAE) as well as the process and methodology
parts of the arago concepts are used in this approach. All other components
(workspace, …) are already in place with the installed IBM Tivoli
environment.
The arago automation engine aAE can thus easily be integrated into a
standard operating environment. Similar integration approaches are
also available for other OASIS members. (HP, IBM, ca) and Nagios as
an open source tool.
PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
37 |

Sample: Integrating the arago Automation Engine
into an IBM Tivoli Environment
Business
Service
Management
(TBSM)
3rd Party
Other
Data
Repositories
Source
OMNIbus
Configuration events / KPIs Network
aAE
Database Monitoring
(CCMDB) (TNM)
Tivoli
events Impact /
NetCool
Config Items Transaction
GW
and Relationships
Monitoring
(ITCAM)
Ressource
metrics (historical)
Monitoring
(ITM)
Tivoli Data
Warehouse

Read More @ www.hcboos.net
PULSE 2009
arago AG Tel: +49-69-40 56 8-0
Fax: +49-69-40 56 8-111
Eschersheimer Landstr. 526-532
60433 Frankfurt am Main
eMail: info@arago.de
URL: www.arago.de
GERMANY