Your SlideShare is downloading. ×
Summit 2011 infra_esm_operations
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×

Introducing the official SlideShare app

Stunning, full-screen experience for iPhone and Android

Text the download link to your phone

Standard text messaging rates apply

Summit 2011 infra_esm_operations

973
views

Published on

Enterprise System Management and IT operations

Enterprise System Management and IT operations


0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
973
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
0
Comments
0
Likes
0
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. ; The Gap! Pini Cohen EVP pini@stki.infoPini Cohen’s work Copyright 2011 @STKIDo not remove source or attribution from any graphic or portion of graphic
  • 2. Agenda• Major Trends and Issues• Development and SOA• ESM BSM CMDB IT operations• DBMS and DATA• Platforms – Servers• Clients Source: http://astonguild.org.uk/files/NEW_MENU_FRONT_RGB%5B1%5D.jpg• Storage Pini Cohen’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic
  • 3. Technologies Maturity Model 2011– Enterprises System Management CMDB. No big changesBusiness Value Investmentto make moneyCut costs, Increase productivity End User IT Project BTM Experience Pure APM Business ProjectCommodity IT BSM CMDB with System closed loop Services Management CMDB – change Basic – management Automatic Investment discoveryfor regulations Migration from Big 4 Using Implementing Looking Pini Cohen’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic
  • 4. Mini Agenda Enterprise System Management• Categorization of management areas and main issues in this field• Basic description of each category use cases and maturity: – Traditional ESM – End user experience – APM – BTM• The Big4 vs. The rest of the world• CMDB status• Insights about change management and patch management• ESM Ratios• ESM wins and rating and partnerships Pini Cohen’s work Copyright 2011 @STKI 4 Do not remove source or attribution from any graphic or portion of graphic
  • 5. Business Process vs. Monitoring• What’s between the “Business Process” and “Monitoring the business process”? – “Deposit 500NIS in my account” is business process. – “Response time for transaction is 2 seconds” is monitoring – “Business process of updating clients address was not completed” is what? – “Client had 1M$ transaction but its odd since he is poor client” is what? Maybe the business process is “perform transaction and look for anomalies ”• Currently, business process monitoring is done at the application level Pini Cohen’s work Copyright 2011 @STKI 5 Do not remove source or attribution from any graphic or portion of graphic
  • 6. Old slide- still relevant - Enterprise System Management Project Failures• ESM projects are the most difficult IT projects to maintain.• This is why ESM projects fail Pini Cohen’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic
  • 7. The different layers of ESM (Enterprise System Management)• Traditional system management – agent that reports to the center – Physical map – Logical map• End User Experience tools – Real – Synthetic• CorrelationTransaction management tools (sophisticated sniffing correlated to applicationstools)• Specific tools /APM (Application Performance Management). Examples: for SAP, for DBMS, for .Net, for JAVA, for networks , etc.• Central Console – Manager of Managers• CMDB – auto discovery (with relations) and repository Pini Cohen’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic
  • 8. Near neighbors for ESM (tools and users-usage)• Service Desk• OperationsNOC and RBA• SLA management• Compliance and regulations• Infrastructure teams – Configuration management tools, capacity planning tools• Asset Management + meteringusage tools• SOC – Security Center• Application managers and application developers (using the specific tools) Pini Cohen’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic
  • 9. Common issues• All technologies have issues to operate in DMZ – behind FW• Many vendors come from area X but say they can handle to complete alphabet… Pini Cohen’s work Copyright 2011 @STKI 9 Do not remove source or attribution from any graphic or portion of graphic
  • 10. Traditional system management – agent that reports to the center Physical map Logical map• Description: agents (or agentless) that describe the situation of particular CI (Configuration Item)• Output: map with physical or logical CI’s. Should have history or trends but not always implemented. Might report to higher level console.• Sample of monitoring: Disk of system X is almost full, Process Y of system X is stuck, system SAP has some fault (Yellow color)• Sample of vendors: BIG 4 (HP BMC CA IBM) and many small : Microsoft, Centerity, TrigerPlus, Whatsup, many more.• Advantages: Very mature – the basics. The “eyes” from infrastructure point of view.• Disadvantages: Does not look at business transaction. Difficult to keep the logical map updated• Special infrastructure needed – not an issue with traditional IT equipment, might take some CPUnetwork resources• Price - up to 100’s $ per agent might be much less• # of installation in corporate Israeli IT shops >300 (almost every IT shop) Pini Cohen’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic
  • 11. End User experience – Synthetic, Real• Description: Track what is happening at the end user level. Synthetic – runs automatic preconfigured script once in a while. Real – track actual activities• Output – Graphs of response time per site or per application. Might report to higher level console.• Sample of monitoring: pick response time for transaction A in location B is 2 seconds – higher than expected.• Sample of vendors: HP (Synthetic and Real), Aternity (Real), CA (Wily – depending on application protocol), etc.• Advantages – Gives idea of what the users real experience. Rather mature area.• Disadvantages – every new version of application the script should be modified. Does not give idea of the reasonlayer for problem (might be related to other products technologies).• Special infrastructure needed –should monitormimic specific protocol (Web is the easiest) in Synthetic – should be able to log in as “not real” user.• Price 1700$ per transaction measured or 20-30$ per client• # of installation in corporate Israeli IT shops >75 Pini Cohen’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic
  • 12. BTM – Business Transaction Management• Description: Follow transactions via “sniffing like” technique.• Output – flow of transactions – statistics, SLA errors, etc.• Sample of monitoring - Transaction “1111” went into server A but did not go out”• Sample of vendors – Optier, Corralsense, Vantage (Compuware) Dynatrace, Big 4 (CA IBM BMC HP)• Advantages – gives the best indication of where is the process stuck. Enables proactive operations (call client “1111” and tell him something went wrong).• Disadvantages- Implementation is specific to application. Will not replace the general ESM. Many times not installed on the PC. Less mature – only few installations in Israel.• Special infrastructure needed –should listen to incoming, outcomming traffic.• Price – rough estimation - $3,000 per CPU, pricing per application starts at $100K might be much less.• Might help in business monitoring? Since it handles each transaction and can transfer metadata (and data) information about each transaction. This metadata can be used for business monitoring.• # of installation in corporate Israeli IT shops <10 Pini Cohen’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic
  • 13. OpTier Business Events module Pini Cohen’s work Copyright 2011 @STKI 14 Do not remove source or attribution from any graphic or portion of graphic
  • 14. OpTier Business Events module Pini Cohen’s work Copyright 2011 @STKI 15 Do not remove source or attribution from any graphic or portion of graphic
  • 15. APM – Application Performance Monitoring (“Specific”)• Description: Drill down of what is happening in specific environment technology.• Output – specific information relevant to technology• Sample of monitoring “Buffer limit has been reached” (for .net technology)• Sample of vendors: Wily (CA), Avicode (Microsoft), Dynatrace, Precise, Quest , CiscoWorks.• Advantages: gives the absolute knowledge. Bringing together operations and developmenttechnology.• Disadvantages : does not look at a complete business process. In many cases will be used at the specific technology team.• Special infrastructure needed – different solution for each technology.• Price – varied.• # of installation in corporate Israeli IT shops >200 Pini Cohen’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic
  • 16. ESM current status: the big ESM players• Clients are happy with their ESM installations but others are not: – "Our concept about ESM has failed! No ROI. Too much time and effort for getting just a little more than basic System Management tools" – "Cost of ESM is huge. We are considering using cheapopen source solution for some of the functionality. Going back to "Best of Breed". – "The basic monitoring will be done by cheapopen source while the BSM by the big vendors"• I heard more complaints this year especially with IBM and CA whom are having big technology upgrade of core products• However, Regulation, ITIL implementation, change management etc. is very near to ESM and this helps the big ESM vendors. Pini Cohen’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic
  • 17. Users are considering tools not from the Big 4• Partial list: – Microsoft – Oracle – Centerity – Trigger Plus – Nagios – Comostas – Server alive Pini Cohen’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic
  • 18. CMDB tool selection dilemma – ESM vs. Service DeskESM Service Desk• CMDB should update • In many organizations the “service maps” in Change Management the ESM console is already handled by• ESM team is more Service Desk requests related to agents, • Service desk should configuration, etc. have information about IT assets CMDB selection might lead at the future for replacing the other part… Pini Cohen’s work Copyright 2011 @STKI 19 Do not remove source or attribution from any graphic or portion of graphic
  • 19. What clients currently get from CMDB (auto- discovery) project?• Before stopping serverresource checking if it is not used by "unknown" application• When error happens checking at the CMDB level "what has changed from yesterday"• Updating the logical ESM maps automatically from the CMDB. If I add new server to the SAP Application Server – it will be shown automatically in the corresponding ESM logical map of "SAP system"• Getting the asset and configuration from the list and comparingupdating it so other lists. Helping compliancerenewing contracts Pini Cohen’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic
  • 20. What clients currently get from CMDB (auto- discovery) project ? (cont.)• Defining “preferred configuration" and checking if this policy do apply. Example – "Web Server should have Antivirus, MQ, IIS version 8, MSSQL service pack x, port 80 and 81 opened in the FW" then checking that all web servers are configured this way.• New! Integration between the CMDB CIs and the Service Desk. This enables to correlate each incidentproblem to specific CIs.• Basic workflow – Example when CMDB discovers new server it executes several automatic tasks (adding it to the "to-do list" of ESM team, installing agents, etc.) Pini Cohen’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic
  • 21. What clients currently do not get from CMDB (auto-discovery) project ?• Sophisticated workflowautomation. BTW, who is the leader: ESMOperation team or SystemInfra team?• From incident management to problem management using CMDB functionality (automatic correlations)• Capacity planning• Closed look change management – Dont forget in closed loop change management incidentsproblems update the development team and should be tracked seamlessly ("the bug you have open was is now at testing stage and is scheduled to go to production in 3 day") Pini Cohen’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic
  • 22. CMDB discovery utilities - Venotion Business layer • Lines of business • “online services” Business context is • “private banking” added manually VENotion • Business Domains • Business Services • “apply for a loan” adds business • Business Processes context to IT processes Application layer • SQL Server, WAS, Apache Tomcat • Applications (DB, Web Servers) • RPC Service • Processes and Services • “javaw.exe”, “asp_wp.exe” • Application relations / dependencies • MQ Managed CI’s in Today’s CMDB Physical layer • Machines and servers • 192.168.9.32 • Port usage • Websrv_tst023 • Addresses • TCP Ports 80, 23, 21 • Network relations / dependencies Pini Cohen’s work Copyright 2011 @STKI 23 Do not remove source or attribution from any graphic or portion of graphic
  • 23. CMDB discovery utilities – Neebula Pini Cohen’s work Copyright 2011 @STKI 24 Do not remove source or attribution from any graphic or portion of graphic
  • 24. From RT change management• Change management issues are the first number for production errors• Once in a while “odd” things occur. For example Antivirus new definitions has caused one specific application to halt• In most organization there are well defined change management procedures. The procedure are still not followed by all IT members (system, some developers, etc.)• Some organizations are using extra measures: – There are two desktops on the table for production and for non-production – When something is done on production there will be second person observing – The person that wrote a script is not allowed to execute it on production. Another person is called. Pini Cohen’s work Copyright 2011 @STKI 25 Do not remove source or attribution from any graphic or portion of graphic
  • 25. From RT change management• There are different attitudes at the Change Advisory Board (CAB): – Just approve the change – Manage (put the steps needed for) the change• There is a trend for working in releases rather than treating each change request separately Pini Cohen’s work Copyright 2011 @STKI 26 Do not remove source or attribution from any graphic or portion of graphic
  • 26. RT change management - Metrics• Number of changes per period• Time to implement a change• Quality metrics (related to development metrics):• Number of errors in production• Number of not successful changes• Number of “re-productions” changes that had to be placed again to production• Number of “urgent” changes (without the standard procedure)• STKI’s take – Users should maintain Change Management metrics! Pini Cohen’s work Copyright 2011 @STKI 27 Do not remove source or attribution from any graphic or portion of graphic
  • 27. RT change• Scheduling downtime is very difficult• Organizations should have some kind of “agreed” or “default” downtime slot (example second Sunday each month) and not “invent the wheel” each time Pini Cohen’s work Copyright 2011 @STKI 28 Do not remove source or attribution from any graphic or portion of graphic
  • 28. RT change – Tools related to Change Management• Workflow tools for request approval (no actual provisioning). Many users use SPS-MOSS or extensions to Service Desk incidents. “None-issue”.• Automation Provisioning tools. Related to private cloud. Users are only starting to consider tools on organization level.• CMDB Auto Discovery tools. Currently these tools are not heavily used for Change management procedures. Maybe because CMDB is implemented by the “monitoring” team.• ALM – SCM – software configuration management tools. Mature market. Should manage scripts (DBMS) as well. Users add “other” document for none-code instructions Pini Cohen’s work Copyright 2011 @STKI 29 Do not remove source or attribution from any graphic or portion of graphic
  • 29. Patch Management• Microsoft Critical Vulnerability patches that require boot are installed about 6 months after released!• STKI does not recommend this!• In DMZ the update is faster• Only patches with active threats (VIP patches) are installed faster!• HW firmware upgrades or other critical SW patches are not installed unless requested by the vendor support when incident has accrued• Desktop patches distribution is less an issue. In many cases the IT will not tell the users about the change. Source: http://careertips4geeks.blogspot.com/2010/10/blog-post.html Pini Cohen’s work Copyright 2011 @STKI 30 Do not remove source or attribution from any graphic or portion of graphic
  • 30. ESM (Enterprise System Management) support ratio• Numbers of servers in Open (Win, Linux, Unix) covered by ESM team (including BSM, CMDB, etc. – if implemented)• Data about “not capable ESM teams” not included• FTE member: Per FTE # of Servers (all) # of Servers Prod 25 percentile 216 131 Median 347 220 75 percentile 459 316• About the same as last years data Source: STKI Pini Cohen’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic
  • 31. Market Status and Recommendations• Users are using these integrators (support, maintenance) in ESM – Enterprise System Management BSM CMDB:•Aman• CA• Malam Matrix• Ness HP• IBM Pini Cohen’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic 32
  • 32. Israel Market Positioning – Management Frameworks HP Vendors to Watch: CA Oracle as central console BMCLocal Support IBM Microsoft This analysis should be used with its supporting documents Israeli Market Presence Pini Cohen’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic
  • 33. Selected Installations 2010-1Q11 Partial List of selected wins –ESM• IBM Tivoli– Bank Leumi (system automation), Poalim (upgrade)• HP (mainly with Aman) – Shupersal, Cellcom (major upgrade), Visa Cal, IDF (upgrade), Amdocs (Server Automation) , Mirs, Phoenix, Retalix• BMC – Comverse (CMDB), Better Place (upgrade), Bank Leumi (updrage), Yes( upgrade) , Poalim (upgrade - network) , Paz (upgrade) , Coca –Cola (upgrade), Discount (End User)• CA - Ministry of Trasporation (Wily), Partner (upgrade), Mod, Elbit (upgrade), TASE (wily) , Tehila (upgrade) , Pais, (upgrade), Mekorot (upgrade), Ministry of Taasuka (upgrade) Selected Ins Pini Cohen’s work Copyright 2011 @STKI 34 Do not remove source or attribution from any graphic or portion of graphic
  • 34. Selected Installations 2010-1Q11 Partial List of selected wins –Alternatives to the Big 4 ESM• Centerity- Klita office, Bituach Yashir, Knesset, Israel Navy, IDF (several), Milgam, Ariel Collage, Ort, Maariv, Haifa port, Eilat Port (outsourcing), Beitar Ilit municipality, Shikun veBinuy, Africa Israel• Microsoft (service map)– Egged, Leumi Card, Pheonix, Mekorot, Tel-Aviv municipality, Hot• TriggerPlus: Elta, Chimpal , Nice Selected Ins Pini Cohen’s work Copyright 2011 @STKI 35 Do not remove source or attribution from any graphic or portion of graphic
  • 35. Selected ESM products (big 4) and integrators Selected products and Integrators M atrix / Team Tangra M alam IGS m Ness Netcom AM AN CCC HeadON DoITWize CA x x Tivoli x x x x (netcool) HP x x BM C x Pini Cohen’s work Copyright 2011 @STKI Do not remove source or attribution from any graphic or portion of graphic
  • 36. STKI’s take on ESM• The ESM team should not lean• History of all production faults should be kept for analysis. This will be the base for ESM improvement and implementation of new ESM tools• ESM team approval is a must before change in production systems• BTM is not mature in Israel. Will it be the BTM year?• CMDB has lots of potential but is not viable for some organizations because the heavy investment needed Pini Cohen’s work Copyright 2011 @STKI 37 Do not remove source or attribution from any graphic or portion of graphic
  • 37. Thank you Pini Cohen Pini Cohen’s work Copyright 2011 @STKI 38 Do not remove source or attribution from any graphic or portion of graphic