Managing It Infrastructure And Applications Proactively For Performance And User Satisfaction

Managing IT Infrastructure and applications Proactively for performance and user satisfaction

Agenda
ITIL way
What is ITIL
ITIL way for IT infrastructure best practices
Where we stand today?
Pain Areas associated with managing Infrastructure
Where we want to be?
What we want to achieve
BMC Solution Overview
Benefits to Organization
Questions

What is ITIL
ITIL
ITIL is a set of concepts and policies for managing IT infrastructure, development and operations
Set of best practices of IT
Becoming ITIL savvy makes sure
Process can be consistently repeated
Measured
And Improved

Why use ITIL

ITIL v3 Core : Lifecycle approach

ITIL Core
Service Strategy
Depends on big picture view
Expects creation of a plan to achieve goals and objectives
Based on current state assessment
Anticipated future needs
Service Design
Using Service Strategy to gather requirements from business
Determine resources required and overall design to integrated services
Service Transition
Provide support to begin the implementation until
Successful operation is ensured
Requirements set in service strategy phase are realized
Service Operation
Day to day activities, processes and infrastructure
Actual value is realized for customers
Continual Service Improvement (CSI)
Continuous improvement based on the feedback (close loop system)
Help to optimally take advantage of your It infrastructure

ITIL : Event Management

Key Factors for Event Management
Correlation Capabilities
Avoid event storms
Possible with CMDB in place
Provides connectivity relation up and down the service chain
Event Reviews
Responsibility of Operations Manager
To evaluate completeness and accuracy of handling instructions
Outage Review
Making sure Outage actually creates the events
No false positives in case of planned downtime etc
Metrics
Metrics to measure the efficiency of event management process
E.g. No of events by category and significance
Repeated events
Duplicate events

Agenda
ITIL way
What is ITIL
Questions

Service Delivery Vs Service Quality
Customers (End Users)
SLA Compliance
How the Service is Delivered
70%
60%
Billing
HR
‘n’
…..
Apps
. . .
DBs
Servers
N/Ws
Apps
. . .
DBs
Servers
N/Ws
SLA Compliance
98%
N/W Team
96%
Server Team
Middleware
DB Team
App Team
99%
97%
99%
How the Technology is Supported

Pains points today
Technology
Lack of a single consolidated view into infrastructure performance
Multiple monitoring tools and consoles
No Communication between IT departments
Unable to determine root cause of IT incidents
High number of IT staff to support the infrastructure
BUSINESS
Lack of view into the impact of issues on Business Services causes missed SLAs
IT staff has limited knowledge of incident impact on the business
IT Operations tend to prioritize problem handling based on event severity vs event (business) priority

Disconnect between IT Operations and Service Desk
Help Desk
IT Operations
Concerned with event severity
No tie to Service desk, lacks view into SLA
Still no idea of the business impact
Reactive mode
Manual entry of tickets – mostly due to user reported issues
No way to quickly identify impacted service
No connection to Operations to understand root cause
Forever stuck in ‘Reactive Mode’

Typical Incident Handling
?
An hour later, application response times are now noticeably impacted.
Many users, each thinking “maybe it’s just me”, close the app and try again later.
And after a long day of firefighting, no one had time to diagnose the root cause and record as a known error. This history is doomed to repeat another day…
Finally, one user’s job is impacted enough to file an incident ticket. The service desk technician has no clue on the source of the problem, just a user complaint.
It takes an average of 6 end user calls before IT assigns an owner to an incident
The database issue has grown over the past two hours and is now impacting server performance and the BEA Weblogic app server.
Meanwhile, more incidents roll in on the application, server, BEA, online app. Tickets come into different techs, all firefighting without realizing they’re fighting the same fire…
A database anomaly is detected by a systems management tool, but it’s one of 100 blinking lights in IT ops. The service desk hasn’t a clue what’s coming.

Agenda
ITIL way
What is ITIL
Questions

What we want to achieve?
Proactive response and management
Move from reactive response
Improved Organizational maturity
Incidents/service requests ratio
Industry best practices to be implemented
ITIL way for proactive monitoring and management

Technology – Consolidated View of Infrastructure
Monitoring
Single centralized monitoring across servers, database, applications and Networks
Event Consolidation
The ability to collect, enrich, manage, escalate events generated from multiple sources
Automates prioritization, escalation and response to events
Enables operators to visualize, prioritize and work on events
Integrates into service desk, notification, and service impact management systems

Business Impact
Business Impact - Align IT components to Business Services
Ability to Proactively Manage, Prioritize, and View IT Components as they Relate to the Business
Provides the linkage between IT components and the key business services they impact
Communicates impact and causes to executives, service managers and IT operations

Agenda
ITIL way
What is ITIL
Questions

BMC Solutions

BMC Service-Aware IT Operations
Unified Service Level
Management
Proactive Incident andProblem Management
Service Impactand Event Management
Isolation & Resolution
Detection & Triage
Transaction / Application
Management
Performance & Availability
Management
IT Infrastructure
(Physical and Virtual)
Service Aware
Problems are prioritized in real time based on business impact
Automated functions reduce the complexity of service delivery
Factory Integrated Workflows
BMC Event and Service Impact Manager share same technology and paradigms.
Proactive Incident and Problem Management addressing the detection and repair of IT Infrastructure issues in the context of Service Delivery
Unified Service Level Management addressing the management and measurement of Service Level Agreements with internal and external customers
Superior Time to Value
Simple full function product line
Fast time to value

IT Operations – Technology View

IT Operations - Business View

Proactive Incident and Problem Management
Knowledge
Management
Known
Errors
End of Quarter
Proactive
Incident and Problem
Management
Billing Service

Monitoring – Single Consolidated View
Hardware Management
HP Insight Manager
Dell OpenManage
Storage devices / Network devices
Server Management
AIX / HP-UX / Solaris
Red Hat Linux / SuSE Linux
Microsoft Windows / Active Directory
VMWare / Citrix Presentation Server
Internet Servers
Application Management
Microsoft Exchange / Lotus Domino
SAP
Oracle Fusion
Oracle eBusiness / Siebel / PeopleSoft
Middleware Management
WebSphere Business Integration
WebSphere Application Server
WebLogic Server
JBoss & Generic J2EE
Tuxedo
Database Management
Oracle
Microsoft SQL Server
Sybase
DB2 Universal Database
Informix
Customizable Management
Monitoring Studio
Storage Monitoring

The Hybrid Approach
Remote (agent-less) or local (agent-based) architecture
Spans multiple platforms, applications, databases, etc.
Flexible alerting, notification, blackout, and reporting capabilities
Enterprise Integrations (BMC Event Manager, 3rd Party Solutions)
Web-Based architecture
What is the best way to monitor x, y, & z to fit our needs?
Remote Solution Characteristics
Remotely gathered metrics
Quick and easy deployment
No recovery action capabilities
Essential metrics collected
Local Solution Characteristics
Metrics gathered locally
Highly customizable
Sophisticated recovery actions
Comprehensive metrics collected

BMC Performance Manager Components
Deployment
Collection
Managed Node
PATROL Agent
(via Console Server)
Managed Node
LIGHTWEIGHT LOCAL PRESENCE
BMC Portal
Single interface with PATROL Express ease of use
SIM Portal – seamless integration with BMC Portal, view business elements
BMC Performance Manager Portal – PE and PATROL data, Configure PE Elements and leverage namespace of Console Server
Other Portals…
BMC Performance Manager Portal
Web Browser
SIM Portal
…
Other Portals
BMC Performance Manager
Centralized and simplified configuration, reporting and distribution
RSM –configuration, administration, data collection,
Dynamic provisioning of LLP – provisioning happens under the covers, user get to schedule provisioning
Common data repository for reporting and analysis – centrally stores managed information and BMC Performance Manager configuration information
Configuration
Reporting
BMC Portal Server
Managed Systems
Flexible data collection
Agentless - using standard communication protocols: PerfMon, WMI, rstatd, Secure Shell (SSH), SNMP, HTTP/HTTPS, SQL*NET, Ping, DNS
Lightweight Local Presence – minimum presence needed to gather data in specific cases
Managed Node
AGENTLESS
Managed Systems

Availability and Performance
Threshold Management
Setting up thresholds is a laborious task
Requires high maturity and expertise
Hard Thresholds generate too many OR too less events
Static thresholds are not always enough

Thresholds Management
!
!
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!
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!
!
!
!
Upper
Threshold
Lower
Threshold
!
!
!
!
!

With BMC ProactiveNet Performance Mgmt…
!
!
!
!
!
!
!
!
!
Upper
Baseline
Normal Behavior
Lower
Baseline
!
!
!
!
!

Dynamic Baselines
Real-Time Prediction
Business Process KPI
Major
95%
Static
Thresholds
Minor
75%
Abnormality
Detection
50%
25%
LEAD TIME
5%
12am 2am 4am 6am 8am 10am 12pm 2pm 4pm 6pm 8pm
Reliably detect potential service degradations early in the cycle
Resolve issues before they impact end-users
Avoid end-user outages

…Sent to Event manager for Root Cause Analysis

IT Operations – Technology View

BEM, SIM and BEIM – Cell Technology
Event Management
Service Impact
CELL
Filtering / Correlation
A1
C2
C3
B3
B2
C1
D1
D2
Raw Technology Events

Event Management - Aggregation

Policies enable dynamic management of events
GUI based – no programming is required to manage policies
13 different policies cater for all frequently encountered event management scenarios
Enrichment, blackout, filtering, escalation, notification, de-duplication, etc.
Time window of activity can be set
Policy examples
“after 10 minutes, escalate the priority of any event from the payroll system after the 25th of the month unless the event has already been assigned”
“immediately notify the lead DBA for any event from our top 5 databases or their servers where the event severity is “major or above” unless it’s a holiday”
Event Management Policies

BMC Impact Explorer – Event Maps
Event maps let you group event collectors on arbitrary bitmaps
Event details are available in the same view.

BMC Impact Explorer - Event views
Event management options available in the task bar
Automatic event classification according to operational needs
Remote actions are contextually available in the events pane
A menu structure allows for easy grouping of actions

Cell Capabilities
Cell 4
Presentation
UI
Cell 3
Processing
Central Site
Remote Sites
Collection
Collection
Cell 1
Cell 2
Event Adapters
Event Adapters

From Technology to Business Impact
Customer
Orders
Inventory
Business
Relevant
Info
SERVICE
IMPACT MANAGEMENT
SERVICE MODELING
A1+
D3+
C2+
EVENT CORRELATION
A1+
B2+
C2+
D3+
F1+
EVENT
MANAGEMENT
EVENT FILTERING NORMALIZATION AND ENRICHMENT
C4
E1
C3
D1
A2
A1
F1
B1
RawInfo
E2
C1
C2
D2
D3
F2
B3
B2

LOGICAL COMPONENTS
Business service 2
Business service 3
Business svc 4
Business service 1
Enterprise
Management
2
Service
Model
1
IT or Business Service
Technical
events
IT COMPONENTS
Application
Database
1. What is the business impact of this IT failure ?
2. What is the priority of this incident ?
System Node
System Node
3. What causes this business resource to be impacted?
SIM in Action

Service Impact Views within BMC Impact Explorer
Dynamic or static lists of components show in the top pane.
Viewpoint can be the “impacted” components or the “troublemaker” components
The middle pane shows the causal (or impacted) components for the selection in the top pane
Service Models that display the business affected
Impacting events show in the bottom pane.

Agenda
ITIL way
What is ITIL
Questions

Key Benefits
Hard (quantifiable) benefits
Reduced MTTR
Thanks to the proactivity of the solution and the identification of the possible causes
Reduced number of second level support calls
The « possible cause » of an impact is included in the incident and can be used to assign the right support specialist.
Soft benefits
Reduce event floods by setting automation by priority as opposed to severity
Automate the creation of tickets based on impact to business
By tying incident reports to a business service you can ensure resources are working on what's important.
Ensure your IT staff is working on incidents that directly impact revenue or penalties
« Should I run or can I walk ? »
Understand impacted consumers for proactive notification
Incident reports can contain consumer information to ensure the correct people are notified before they report an outage

Value Summary

Questions?

Aniruddha Patwardhan
V.P. Engineering
The Complete ITSM Solutions Company
Email : aniruddha@vyomlabs.com
Phone : +91 20 6632 1044
Mobile : +91 9370648177

Managing It Infrastructure And Applications Proactively For Performance And User Satisfaction

by Vyom Labs on Feb 16, 2010

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