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Managing IT Infrastructure And Applications Proactively For Performance And User Satisfaction

Managing IT Infrastructure And Applications Proactively For Performance And User Satisfaction

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  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course ITIL V3 Foundation Course CMMI: C apability M aturity M odel I ntegration (CMMI) is a process improvement approach that provides organizations with the essential elements of effective processes. TOGAF: T he O pen G roup A rchitecture F ramework (TOGAF) is a framework for Enterprise Architecture which provides a comprehensive approach to the design, planning, implementation, and governance of an enterprise information architecture. eTOM: The eTOM ( enhanced Telecom Operations Map ) is a guidebook, the most widely used and accepted standard for business processes in the telecommunications industry. Six Sigma: Six Sigma is a business management strategy, originally developed by Motorola , that today enjoys wide-spread application in many sectors of industry. PMBOK: The Project Management Body of Knowledge (PMBOK) is a collection of processes and knowledge areas generally accepted as best practice within the project management discipline. PRINCE2: PRojects IN Controlled Environments (PRINCE) is a project management method SOA: Service oriented architecture SOA describes IT infrastructure which allows different applications to exchange data with one another as they participate in business processes . CobiT: The Control Objectives for Information and related Technology ( COBIT ) is a set of best practices (framework) for information technology (IT) management created by the Information Systems Audit and Control Association (ISACA), and the IT Governance Institute (ITGI) in 1992. M_o_R: (Management of Risk) is part of the Best Practice Guidance portfolio published by the Office of Government Commerce. ISO / IEC 20 000: ISO/IEC 20000 is the first international standard for IT Service Management . SOX: Sarbanes Oxley (SOX) is a US law passed in 2002 to strengthen Corporate governance and restore investor confidence. Act was sponsored by US Senator Paul Sarbanes and US Representative Michael Oxley. ISO/IEC 17799:2005 establishes guidelines and general principles for initiating, implementing, maintaining, and improving information security management in an organization. ISO/IEC 19770-1 is a framework of Software Asset Management (SAM) processes to enable an organization to prove that it is performing software asset management to a standard sufficient to satisfy corporate governance requirements and ensure effective support for IT service management overall.
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course The IT Management industry is consolidating for a reason Point products and silo approaches are part of the problem All major vendors working toward some version of BSM Point solutions lack common architecture Foundation (e.g. CMDB, DSL) Data model Process model Workflow Reporting Which impedes collaboration across silos Technology vs. business service focus Unknown infrastructure dependencies Uncoordinated tasks and data Few KPIs for processes and business services
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course In many IT organization, help desk managers and staff have become more efficient at the things they’ve been traditionally measured on, such as closing out more calls, faster. But those metrics aren’t the only ones, or even the most important ones, for executives to focus on. You may be closing out more tickets, but how many of those incidents could have, or should have, been prevented in the first place? And how many were caught and resolved by IT before the business was affected? The ultimate business metrics for incident and problem management should be around a continuous improvement in reducing the frequency and severity of business disruptions. Let’s take a look at how the service desk, or more accurately, a reactive help desk, typically is forced to operate: An database anomaly grows until detected by a systems management tool, but it’s one of 100 blinking lights. The service desk hasn’t a clue what’s coming. The database issue has grown over the past two hours and is now impacting server performance and the BEA Weblogic app server. 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. 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. 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…
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course Our Proactive Incident and Problem Management solution is a great example of the value you get when you turbo-charge ITIL with BSM. Let’s take a quick look at what we’re delivering in our proactive incident and problem management solution. Management tools such as those from BMC are constantly monitoring various types of infrastructure for anomalies. These are very useful for seeing technical problems quickly and often automating fixes, but by themselves they often cannot determine the business priority or root cause of the problem. Our business impact solution constantly monitors these different kinds of infrastructure events and, based on a model of how your infrastructure supports your various business services, determines their existing or potential business impact. When an event reaches is determined to be worthy of immediate attention based on business impact, an intelligent ticket is opened on the service desk which includes not only the priority of the ticket but also the technical and business context. If there is a service-level agreement, the priority of the ticket may be escalated or downgraded – we’ll talk more about service level management in a moment - This triggers ITIL incident management processes to ensure the right technical resource gets the right information at the right time with the right priority. - The addition of knowledge management not only helps IT staff put their fingers on the right solution quickly and avoid reinventing the wheel, but it also provides a way for business end users to look up and solve many of their more common problems, thus reducing the burden on IT service desk staff. And perhaps most often overlooked is ITIL problem management. In many IT organization, help desk managers and staff have become more efficient at the things they’ve been traditionally measured on, such as closing out more calls, faster. But those metrics aren’t the only ones, or even the most important ones, for executives to focus on. You may be closing out more tickets, but how many of those incidents could have, or should have, been prevented in the first place? And how many were caught and resolved by IT before the business was affected? The ultimate business metrics for incident and problem management should be around a continuous improvement in reducing the frequency and severity of business disruptions. ITIL: One of the most significant advancements offered by this solution is ITIL Problem Management. (Ask for raise of hands: how many of you would say you are doing some aspects of ITIL problem management? Leave your hands up until you have a no answer to one of these questions. How many are proactively searching and grouping incidents together based on common symptoms and relating them to problems? How many are following a standard process for root cause analysis? How many are maintaining a known error database directly based on that root cause analysis? How many of you are relating known errors to CIs in a CMDB? Unless you still have your hand up, you are not taking advantage of an ITIL Problem Management process. These are all things the BMC solution provides (incident matching and relating to problems, relating to CIs as well as service impact data, known error handling…) We believe this is one of the most exciting and largely untapped areas of ITIL value. Incident management is wonderful, but it’s largely about bandaids. By linking known errors from problem management to our next solution, Closed-Loop Change Management, you’ll have a systematic way to continuously improve the performance and integrity of your IT infrastructure which not only improves business service quality, but also improves IT staff efficiency by preventing incidents in the first place.
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course This puts the collection methodology into the hands of the user and provides them an opportunity to choose the technology that’s right for their needs without having to sacrifice functionality or simplicity not siginificant, but i beleive in 2.5 you can restart a windows service
  • ITIL V3 Foundation Course Easy and faster to install, configure, use and upgrade BMC Performance Manager server: central configuration, administration, ad-hoc reporting… Central View – BMC Portal Primarily remote technology based, minimizing resource consumption Lower total cost of ownership Provisioning: expand monitoring to entire enterprise without additional labor or infrastructure costs Lower deployment and upgrade costs: hardware, software… “ BSM ready” management components Provides the building blocks for BSM More commonality and better integration with other critical BSM components and workflow Centralized administration, reporting, SLAs, etc. of your entire IT infrastructure
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course BMC ProactiveNet Performance Management continuously analyzes and self-learns your environment's normal behavior, and correlates inputs from your existing monitoring agents to automatically generate upper and lower Dynamic Thresholds (i.e., Dynamic Baselining). Looking at the graphic – you can see that performance falls within the range of normal behavior – no alerts should occur. However, a traditional static threshold would generate false alarms (see red Alarm icons) for all of these fluctuations. Note also that if you set static thresholds too high, you will miss important situations that really do impact your availability and performance. Dynamic baselining eliminates the manual effort to maintain static thresholds that ultimately miss important performance issues AND produce false alerts .
  • ITIL V3 Foundation Course BMC ProactiveNet Performance Management continuously analyzes and self-learns your environment's normal behavior, and correlates inputs from your existing monitoring agents to automatically generate upper and lower Dynamic Thresholds (i.e., Dynamic Baselining). Looking at the graphic – you can see that performance falls within the range of normal behavior – no alerts should occur. However, a traditional static threshold would generate false alarms (see red Alarm icons) for all of these fluctuations. Note also that if you set static thresholds too high, you will miss important situations that really do impact your availability and performance. Dynamic baselining eliminates the manual effort to maintain static thresholds that ultimately miss important performance issues AND produce false alerts .
  • ITIL V3 Foundation Course Note: This slide can be used instead of the other slide to show prediction. This slide shows a longer lead time.
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course
  • ITIL V3 Foundation Course

Managing IT Infrastructure And Applications Proactively For Performance And User Satisfaction Managing IT Infrastructure And Applications Proactively For Performance And User Satisfaction Presentation Transcript

  • Managing IT Infrastructure and applications Proactively for performance and user satisfaction
  • Disclaimer
    • All other trademarks, service marks and logos used in this webinar are the trademarks, service marks or logos of their respective owners.
  • 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
  • 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
  • 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
      • 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
  • Service Delivery Vs Service Quality Customers (End Users) Billing HR ‘ n’ … .. Apps . . . DBs Servers N/Ws Apps . . . DBs Servers N/Ws How the Service is Delivered DB Team App Team Middleware N/W Team Server Team How the Technology is Supported 97% 99% 99% 98% 96% SLA Compliance 70% 60% SLA Compliance
    • 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
    Pains points today
  • 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 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. An hour later, application response times are now noticeably impacted. The database issue has grown over the past two hours and is now impacting server performance and the BEA Weblogic app server. Many users, each thinking “maybe it’s just me”, close the app and try again later . 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. 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… 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… It takes an average of 6 end user calls before IT assigns an owner to an incident ?
  • 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 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
      • 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
  • BMC Solutions Technology – Single Consolidated view of the infrastructure Monitoring Infrastructure BMC ProactiveNet Performance Manager Event Consolidation and Correlation BMC Event Manager Business Impact – Align IT Components to Business Service Service Impact BMC Service Impact Manager
  • BMC Service-Aware IT Operations
      • 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
      • Service Aware
        • Problems are prioritized in real time based on business impact
        • Automated functions reduce the complexity of service delivery
      • Superior Time to Value
        • Simple full function product line
        • Fast time to value
    Service Impact and Event Management Performance & Availability Management Transaction / Application Management Detection & Triage Isolation & Resolution Unified Service Level Management Proactive Incident and Problem Management IT Infrastructure (Physical and Virtual)
  • IT Operations – Technology View
  • IT Operations - Business View
  • Proactive Incident and Problem Management Billing Service End of Quarter Proactive Incident and Problem Management Knowledge Management Known Errors
  • 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
      • 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
    What is the best way to monitor x, y, & z to fit our needs?
  • BMC Performance Manager Components
    • 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
    • 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
    • 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
    Configuration Reporting Managed Node AGENTLESS Web Browser BMC Portal Server Managed Systems BMC Performance Manager Portal SIM Portal Other Portals … Deployment Managed Node LIGHTWEIGHT LOCAL PRESENCE Managed Node PATROL Agent (via Console Server) Collection
  • 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
  • ! ! ! ! ! ! ! ! ! Upper Threshold Lower Threshold Thresholds Management ! ! ! ! !
  • Upper Baseline Lower Baseline Normal Behavior With BMC ProactiveNet Performance Mgmt… ! ! ! ! ! ! ! ! ! ! ! ! ! !
  • Real-Time Prediction 12am 2am 4am 6am 8am 10am 12pm 2pm 4pm 6pm 8pm Static Thresholds 95% 50% 25% 5% Business Process KPI 75% Abnormality Detection Minor Major
    • Reliably detect potential service degradations early in the cycle
    • Resolve issues before they impact end-users
    • Avoid end-user outages
    LEAD TIME Dynamic Baselines
  • … Sent to Event manager for Root Cause Analysis
  • IT Operations – Technology View
  • BEM, SIM and BEIM – Cell Technology CELL Event Management Service Impact A1 B3 B2 C1 C2 D1 Raw Technology Events D2 C3 Filtering / Correlation
  • Event Management - Aggregation Adapter-based Integrations Generic Adapters for other Solutions BMC Performance Manager SNMP Adapters
      • MAINVIEW ® AutoOperator ™
    Log Files Control – M (BMC Batch Impact Manager) TCP/UDP Client/Server Tivoli TEC Telnet Adapter HP NNM Windows Event Log HO OVO Command Line CA Unicentre C API (Software Development Kit) Microsoft MOM Web Services API (Client and Server API) Microsoft SCOM Perl Interface Entuity EYE of Storm
    • 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 25 th 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 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 Event management options available in the task bar
  • Cell Capabilities Event Adapters Event Adapters Cell 1 Cell 2 Collection Collection Cell 3 Cell 4 Processing Presentation UI Central Site Remote Sites
  • From Technology to Business Impact EVENT FILTERING NORMALIZATION AND ENRICHMENT A2 EVENT CORRELATION B3 B1 C1 C2 C3 C4 D1 D2 D3 E1 E2 A1 + B2 + C2 + D3 + F1 + A1 + D3 + C2 + SERVICE MODELING Customer Orders Inventory Raw Info Business Relevant Info EVENT MANAGEMENT SERVICE IMPACT MANAGEMENT B2 A1 F2 F1
  • SIM in Action Service Model Application Database System Node System Node IT or Business Service Business service 1 Business service 3 Business service 2 Business svc 4 IT COMPONENTS LOGICAL COMPONENTS Enterprise Management Technical events 3. What causes this business resource to be impacted? 2 2. What is the priority of this incident ? 1 1. What is the business impact of this IT failure ?
  • 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
      • 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
  • 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 Reduce Support Call Volume Deflect calls by 50% with proactive notifications Reduce L2 & L3 Escalations Impact context increases L1 closure rates by up to 50% Reduce Downtime Rich root causal context and best practice workflows improve time to resolution by up to 50-60% Prioritize Incidents Based on Business Understand business impact and urgency with BMC Service Impact Manager Prevent Service Disruptions Detect and correct system and application problems before they negatively impact business Minimize, Avoid Service Breaches Identify potential problems before they occur with BMC Service Level Management
  • Questions?
  • Website: www.vyomlabs.com Email : [email_address] Phone : +91 20 6632 1000 The Complete ITSM Solutions Company