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CMG Brazil – Sao Paulo 18 Aug ’11 The Computer Measurement Group is a not-for-profit, worldwide organization of IT professionals specializing in Performance, Capacity and Service Management Adam Grummitt MA, C. Eng, MIEE, MBCS, CITP - Founding Director of Metron - Director of CMG (USA) - Past chairman of UKCMG - Past member of itSMF UK executive sub-committee adam@ grummitt.com
ITSM Capacity Management Practitioner and in Practice
Athene (SysAdmin, Performance, Planning …)
UKCMG & ITSM UKCMG – The independent ITSM User Forum , sharing best practices and experience in capacity management of enterprise IT infrastructure Independent The group is independent of particular hardware, middleware and software suppliers. It relates to the discipline of capacity management on all platforms and domains. ITSM The group includes experts on service, server, performance and capacity optimisation, as well as communications and testing, in both technical and managerial roles. User Although ‘user’ is in the title, the group is made up of users, outsourcers, contractors, consultants and vendors who meet and contribute on an equal footing. Forum The group meets at a number of events, including an annual conference, masterclasses, regional meetings and an annual forum in the Autumn.
Acknowledgements to Brian Johnson and Paul Wilkinson for use of the next couple of their slides and cartoons – they are the author and artist respectively for the much-loved ITSM from hell - Not ITIL.
Business view of ITSM Findings of the itSMF SIG Business-ICT alignment
insight into costs
Output Focus Goal Alignment Customer Focus Service Change Programme Business Demand Approach Attitude / Trust Communication Issue Technology Focus IT Growth ICT thinks in terms of systems Lack of business knowledge Lack of IT leadership Unclear ROI or business case Poor communications, expectations management & change management Lack of ICT knowledge Lack of effective ICT governance
Common approaches to ITSM ITIL for the sake of ITIL ITIL to the letter The great tool hunt The paper chase IT’IL be alright on the night!... Approach Attitude / Trust Communication Issue Technology Focus IT Growth “ a fool with a tool is still a fool…” “ the sleight of hand” “ garbage in, garbage out…” “ That’s what it says in the book” Avoid: Super-hero (sysprogman) Paralysis by analysis (ITIL) Process perfectionist (BPR) Instead: Just DO IT (Real ITSM) Output Focus Goal Alignment Customer Focus Service Change Programme Business Demand
Deming cycle (ideal/real for ITSM?) Effective Quality Improvement Consolidation Maturity Time PLAN ACT DO CHECK ITIL V3 CSI 5.5.1 Plan goals and measures gap analysis next actions Do project to implement Check re-measure and audit Act decide on status consolidate timeline for next cycle
ITIL v3 – Knot ITIL S Strategy S Design Transition Operation Improv’t Financial M Demand M SLM SPM/SCM Capacity M Availability M Change M Release M Configuration Problem M Incident M Continuity M Security M Event M Request M Access M S Reporting 7 step CSI S Measure Supplier M Evaluation Validation Planning Asset M Knowledge M Technical M Application M IT Ops M Service Desk Process? Function? New in V3 In V2 & V3 Changed in V3 Intro
Six Top Entities/Processes (steps) Delivery do it Start, deliver, stop Bug? diagnose it Assets with what CMDB, CDB… Finance do what SLA, OLA… Efficiency do it well Availability, capacity… Change correct it CAB… Y N
Capacity management balance & tasks Capacity Management Diagnostic monitoring and metrics Event & Bottleneck analysis Accounting and chargeback Consolidation, FM, outsourcing Virtualization, Clouds Load balancing System tuning Device patterns, usage Process pathology anomaly detection Domain and application architectural expertise Workload characterization Performance optimization Performance engineering Application sizing, testing Business demand: Effective SLAs, BMIs Useful service forecasts Current performance: analysis, alerting and reporting Past performance: trending and reviews Future capacity: workloads & capacity planning Service Level Target Cost Budget Service Workload Demand IT Resources Supplied Too much Too little Too good Too bad Business Demand Development Application Infrastructure Framework
ITIL (com)promise Perfection ITIL ITSM Pandemonium Process Procedures, Practice Plans, Projects, Protocols Price Priorities, Profit, Planet Products Platforms H/W Product tools S/W N/W People Personnel, Partners Politics, Policies, Psyche Purpose Paul Wilkinson ABC card deck
See you at CMG'11 Dec 5th - 9th, 2011 Washington, DC, USA www.cmg.org