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Brighttalk   what should we be monitoring - final Brighttalk what should we be monitoring - final Presentation Transcript

  • By U.S. Navy photo by Mass Communication Specialist 1st Class James E. Foehl [Public domain], via Wikimedia Commons The Age Old Question: What should our APM Solution be monitoring?
  • Follow Us: #ITSMSummit! Mr. White has fifteen years of experience designing and managing the deployment of Systems Monitoring and Event Management software. Prior to joining IBM, Mr. White held various positions including the leader of the Monitoring and Event Management organization of a Fortune 100 company and developing solutions as a consultant for a wide variety of organizations, including the Mexican Secretaría de Hacienda y Crédito Público, Telmex, Wal-Mart of Mexico, JP Morgan Chase, Nationwide Insurance and the US Navy Facilities and Engineering Command. Andrew White Cloud and Smarter Infrastructure Solution Specialist IBM Corporation
  • http://weheartit.com/entry/12433848!
  • Follow Us: #ITSMSummit! Ground rules for this session… •  If you can’t tell if I am trying to be funny… –  GO AHEAD AND LAUGH! •  Feel free to text, tweet, yammer, or whatever. Use •  If you have a question, no need to wait until the end. Just interrupt me. Seriously… I don’t mind.
  • I have a lot of experience leading Systems and Event Management teams My name is Andrew White
  • I am here today to share some of what I have learned about Systems Thinking, and APM.
  • *Among adults who accessed the internet with a mobile phone in the past 12 months (n=1,001) – Gomez Mobile Web Experience Survey conducted by Equation Research 58% of mobile phone users expect websites to load as quickly, almost as quickly or faster on their mobile phone, compared to the computer they use at home* http://www.flickr.com/photos/lucianbickerton/3858380291/sizes/l/!
  • *Among adults who accessed the internet with a mobile phone in the past 12 months (n=1,001) – Gomez Mobile Web Experience Survey conducted by Equation Research 60% of mobile web users have had a problem in the past year when accessing a website on their phone* http://www.flickr.com/photos/rickyromero/1357938629/sizes/l/!
  • *Among adults who accessed the internet with a mobile phone in the past 12 months (n=602) – Gomez Mobile Web Experience Survey conducted by Equation Research Slow load time was the number on issue, experience by almost 75% of them* http://bighugelabs.com/onblack.php?id=2497744197&size=large!
  • Is 5 seconds really bad?
  • Start… Start… Observed Maximum: 90th Percentile: 5.44 seconds… 15.4 seconds…
  • Start… Start… Observed Maximum: 90th Percentile: DONE!5.44 seconds… 15.4 seconds…
  • Start… Start… Observed Maximum: 90th Percentile: DONE! DONE! 5.44 seconds… 15.4 seconds…
  • If you were the one on the phone with one of those customers…! how would you fill that silence?!
  • The rationality of individuals is limited by the information they have. This causes “The Tragedy of the Commons.”
  • Follow Us: #ITSMSummit! What Is a System? It is a set of interconnected actors that change over time when they are influenced by other elements of the system. Actor Actor Actor Actor Actor Actor Actor Actor
  • As we have become more aware that things are always happening, our behavior has changed.
  • We are no longer thinking, we are reacting…
  • Follow Us: #ITSMSummit! http://static4.businessinsider.com/image/5176c232ecad04805d000010-505-277/ screen%20shot%202013-04-23%20at%201.09.49%20pm.png April 23, 2013 The Twitter account for the Associated Press was hacked The hackers posted a fake notice that the White House was attacked and President Obama was injured The Dow dropped 150 points in less than 5 minutes
  • Follow Us: #ITSMSummit! Systems are Volatile This change makes it difficult to control the behavior of the system. The good news is that systems are perfect. They always deliver the optimum result given a specific stimuli.
  • Follow Us: #ITSMSummit! Anatomy of An OutageP0 - Affecting Multiple apps! Corporate LANs & VPNs Load Balancer Firewall Web Servers Message Queue zOS CICS WAS Database WAS Database zOS MQ DB2 4 3 1 5:45-ish pm: CICS ABENDS start flooding OMEGAMON but not high enough to ticket 2 6:00-ish pm: MQ flows start are interrupted and are alerting in Flow Diagnostics 6:54pm: Support teams investigate the interrupted flows and determine it is a “back-end” problem 5 10:29pm: Support teams investigate MQ and ultimately and rule it out and ultimately decide to reset CICS to resolve the issue 6:04pm: Synthetic transactions fail at and 6:14 the Ops Center confirms the issue and creates a P0 Incident
  • Follow Us: #ITSMSummit! Our Problem Statement: The business needs to reliably reach its customers and users regardless of where they may be located. Latency forces close geographic proximity of the components and limits the quality of service provided to geographically distributed customers. If the users can’t use it, it doesn’t work.
  • Follow Us: #ITSMSummit! Our Constraints At the same time, there are a few inescapable facts we face: 1.  Today’s users demand reliable systems to do their work 2.  Our systems mirror the complexity of the businesses they support 3.  Our environments must be massive to scale to handle the workload 4.  There is too much activity for a single person to be totally situationally aware
  • When all of these happen at the same time… Ug…
  • Follow Us: #ITSMSummit! Question Is there a better way to figure out what monitoring would help?
  • Follow Us: #ITSMSummit! Your monitoring should help you answer: •  How will we know if the users are getting the experience they are expecting? •  How much capacity do we need during normal and peak times to ensure user expectations are met? •  How quickly can the provider we select ramp up to meet our needs if we find that the service is underperforming? •  How fast do we need to be able to access additional capacity once it is ready for us? What Do You Want To Accomplish?
  • Follow Us: #ITSMSummit! When decisions are not made based on information, it’s called gambling.
  • Follow Us: #ITSMSummit! Composite Applications Site Content! Search! Session! Information! User Login! & Identity Mgmt! Content Mgmt! System! Social Network! Widgets! Site Tracking! & Analytics! Banner Ads & ! Revenue Generators! Multimedia &! CDN Content!
  • Follow Us: #ITSMSummit! The Same Old Problem Corporate! LANs & VPNs! ISP! Connection! DNS & Internet! Services! Content Mgmt! System! Social Network! Widgets! Site Tracking! & Analytics! Banner Ads & ! Revenue Generators! Multimedia &! CDN Content! Home Wireless! & Broadband! Mobile Broadband! Is It My Data Center?! •  Configuration errors! •  Application design issues! •  Code defects! •  Insufficient infrastructure! •  Oversubscription Issues! •  Poor routing optimization! •  Low cache hit rate! Is It a Service Provider Problem?! •  Non-optimized mobile content! •  Bad performance under load! •  Blocking content delivery! •  Incorrect geo-targeted content! Is it an ISP Problem?! •  Peering problems! •  ISP Outages! Is it My Code or a Browser Problem?! •  Missing content! •  Poorly performing JavaScript! •  Inconsistent CSS rendering! •  Browser/device incompatibility! •  Page size too big! •  Conflicting HTML tag support! •  Too many objects! •  Content not optimized for device! The Cloud! Distributed Database Mainframe Network Middleware Storage
  • Follow Us: #ITSMSummit! Cognitive Dissonance Corporate LANs & VPNs Distributed Database Mainframe Network Middleware Storage ISP Connection DNS & Internet Services Content Mgmt System Social Network Widgets Site Tracking & Analytics Banner Ads & Revenue Generators Multimedia & CDN Content Home Wireless & Broadband Mobile Broadband The Part You Control The Part They Experience …meanwhile the user is NOT happy All our systems look great, SLA’s are being met… You Have More Control Here Than You Think
  • Follow Us: #ITSMSummit! Gaining Perspective Requires Balance Packet Capture! Synthetic Transactions! Client Monitoring! Client Monitoring! Synthetic Transactions! Server Probe! 1.  Client to the Server! 2.  Server to the Client! 3.  “3rd Party” Vantage Point! 4.  Synthetic Transactions! Four Perspectives of User Experience!
  • Follow Us: #ITSMSummit! What Does Good Monitoring Look Like? Corporate! LANs & VPNs! Load Balancer! Load Balancer! Firewall! Switch! Web Server Farm! Database! Data Power! Mainframe! Middleware! Load Balancer! 1.  System Availability 2.  Operating System Performance 3.  Hardware Monitoring 4.  Service/Daemon and Process Availability 5.  Error Logs 6.  Application Resource KPIs 7.  End-to-End Transactions 8.  Point of Failure Transactions 9.  Fail-Over Success 10. “Activity Monitors” and “Reverse Hockey Stick” Elements of Good Monitoring ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! 3!2! 4! 5! 6!1! ! ! ! ! 7! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! 8! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! 9! ! ! ! ! ! ! 10!
  • Follow Us: #ITSMSummit! Finding Metrics That Matter §  Will the metric be used in a report? If so, which one? How is it used in the report? §  Will the metric be used in a dashboard? If so, which one? How will it be used? §  What action(s) will be taken if an alert is generated? Who are the actors? Will a ticket be generated? If so, what severity? §  How often is this event likely to occur? What is the impact if the event occurs? What is the likelihood it can be detected by monitoring? §  Will the metric help identify the source of a problem? Is it a coincident / symptomatic indicator? §  Is the metric always associated with a single problem? Could this metric become a false indicator? §  What is the impact if this goes undetected? §  What is the lifespan for this metric? What is the potential for changes that may reduce the efficacy of the metric? Evaluating the Effectiveness of a Metric
  • Follow Us: #ITSMSummit! Beware of Averages 75th Percentile! 50th Percentile! 25th Percentile! 0.5! 0.7! 0.9! 1.8! 2.5! 2.5! 2.6! 2.9! 3.3! 3.5! Average!
  • Follow Us: #ITSMSummit! What Matters Most? Dr.  Lee   Goldman   Cook  County  Hospital,   Chicago,  IL   §  Is the patient feeling unstable angina? §  Is there fluid in the patient’s lungs? §  Is the patient’s systolic blood pressure below 100?" The Goldman Algorithm Prediction of Patients Expected to Have a Heart Attack Within 72 Hours 0   20   40   60   80   100   Traditional Techniques Goldman Algorithm By paying attention to what really matters, Dr. Goldman improved the “false negatives” by 20 percentage points and eliminated the “false positives” altogether.
  • Follow Us: #ITSMSummit! The Goldman Algorithm ECG Evidence of Acute Ischemia? ST-Segment Depression ≥ 1mm in ≥ 2 Contiguous Leads (New or Unknown Age) or T- Wave Inversion in ≥ 2 Contiguous Leads (New or Unknown Age) or Left Bundle-Branch Block (New or Unknown Age) Observation Unit Inpatient Telemetry Unit High Risk Low Risk Very Low Risk Moderate Risk Yes No Coronary Care Unit No ECG Evidence of Acute Myocardial Infarction (MI)? ST-Segment Elevation ≥ 1mm in ≥ 2 Contiguous Leads (New or Unknown Age) or Pathologic Q Waves in ≥ 2 Contiguous Leads (New or Unknown Age) Yes Patient suspected of Acute Cardiac Ischema Perform Electrocardiogram (EKG) 0 Factors 2 or 3 Factors 1 Factors 0 or 1 Factors 2 or 3 Factors Urgent Factors Present? Rates Above Both Lung Bases Systolic Blood Pressure <100 mm Hg Unstable Ischemic Heart Disease Urgent Factors Present? Rates Above Both Lung Bases Systolic Blood Pressure <100 mm Hg Unstable Ischemic Heart Disease
  • Follow Us: #ITSMSummit! Driving the Right Action Application! End User Experience! Gainesville! Transaction 1! Transaction 2! Transaction N! San Antonio! Transaction 1! Transaction 2! Transaction N! Des Moines! Transaction 1! Transaction 2! Transaction N! Columbus! Transaction 1! Transaction 2! Transaction N! Infrastructure! Network! KPI 1! KPI 2! KPI N! Mainframe! KPI 1! KPI 2! KPI N! Storage! KPI 1! KPI 2! KPI N! Linux! KPI 1! KPI 2! KPI N! Middleware! KPI 1! KPI 2! KPI N! Database! KPI 1! KPI 2! KPI N!
  • Follow Us: #ITSMSummit! Driving the Right Action Application! End User Experience! Gainesville! Transaction 1! Transaction 2! Transaction N! San Antonio! Transaction 1! Transaction 2! Transaction N! Des Moines! Transaction 1! Transaction 2! Transaction N! Columbus! Transaction 1! Transaction 2! Transaction N! Infrastructure! Network! KPI 1! KPI 2! KPI N! Mainframe! KPI 1! KPI 2! KPI N! Storage! KPI 1! KPI 2! KPI N! Linux! KPI 1! KPI 2! KPI N! Middleware! KPI 1! KPI 2! KPI N! Database! KPI 1! KPI 2! KPI N!
  • Follow Us: #ITSMSummit! Driving the Right Action Application! End User Experience! Gainesville! Transaction 1! Transaction 2! Transaction N! San Antonio! Transaction 1! Transaction 2! Transaction N! Des Moines! Transaction 1! Transaction 2! Transaction N! Columbus! Transaction 1! Transaction 2! Transaction N! Infrastructure! Network! KPI 1! KPI 2! KPI N! Mainframe! KPI 1! KPI 2! KPI N! Storage! KPI 1! KPI 2! KPI N! Linux! KPI 1! KPI 2! KPI N! Middleware! KPI 1! KPI 2! KPI N! KPI 1! KPI 2! KPI N! Database!
  • Follow Us: #ITSMSummit! Driving the Right Action Application! End User Experience! Gainesville! Transaction 1! Transaction 2! Transaction N! San Antonio! Transaction 1! Transaction 2! Transaction N! Des Moines! Transaction 1! Transaction 2! Transaction N! Columbus! Transaction 1! Transaction 2! Transaction N! Infrastructure! Network! KPI 1! KPI 2! KPI N! Mainframe! KPI 1! KPI 2! KPI N! Storage! KPI 1! KPI 2! KPI N! Linux! KPI 1! KPI 2! KPI N! Middleware! KPI 1! KPI 2! KPI N! Database! KPI 1! KPI 2! KPI N!
  • Follow Us: #ITSMSummit! Driving the Right Action Application! End User Experience! Gainesville! Transaction 1! Transaction 2! Transaction N! San Antonio! Transaction 1! Transaction 2! Transaction N! Des Moines! Transaction 1! Transaction 2! Transaction N! Columbus! Transaction 1! Transaction 2! Transaction N! Infrastructure! Network! KPI 1! KPI 2! KPI N! Mainframe! KPI 1! KPI 2! KPI N! Storage! KPI 1! KPI 2! KPI N! Linux! KPI 1! KPI 2! KPI N! Middleware! KPI 1! KPI 2! KPI N! Database! KPI 1! KPI 2! KPI N!
  • Our success in any endeavor depends directly on our ability to solve problems What do we need to do that?
  • You Gotta Have Skillz…!
  • Follow Us: #ITSMSummit! Common Problem Types §  Design Problems §  Creative Problems §  Daily Problems §  People Problems Rule-Based Approach Event Based Approach
  • Follow Us: #ITSMSummit! Event-Based Problem Solving •  Appreciative Understanding •  Know What We Are Solving •  Create A Common Reality •  Solutions Based on Causes
  • Follow Us: #ITSMSummit! Rules for Causal Relationships Database Down ! (Effect)! Drive Full (Cause/Effect)! Logs Not Truncated (Cause)! ①  Causes are effects, and effects are causes!
  • Follow Us: #ITSMSummit! Rules for Causal Relationships End of the Universe (Effect)! Database Down ! (Primary Effect)! Drive Full (Cause/Effect)! Logs Not Truncated (Cause/Effect)! Beginning of Time (Cause)! ②  You can keep identifying causes – there is no limit!
  • Follow Us: #ITSMSummit! Two Important Questions End of the Universe (Effect)! Database Down ! (Primary Effect)! Drive Full (Cause/Effect)! Logs Not Truncated (Cause/Effect)! Beginning of Time (Cause)! Ask “Why?”! Ask “What”!
  • Follow Us: #ITSMSummit! Rules for Causal Relationships ③  An Effect is often the result of multiple causes! SQL Server was not processing queries (Effect)! Transaction log was unable to grow! T: Drive at 0 Bytes free! Logs were not truncated! DBA on honeymoon vacation in Fiji! Logs are truncated manually! Company has only 1 DBA! “Backup” DBA was not aware the logs require truncation! Space allocations are fixed! Lack of Control! -AND-! -AND-! -AND-!
  • Follow Us: #ITSMSummit! Rules for Causal Relationships ④  Causes need to be both necessary and sufficient! SQL Server was not processing queries (Effect)! Transaction log was unable to grow (Transitory Cause)! T: Drive at 0 Bytes free! (Non-transitory Cause & Effect)! Logs were not truncated! (Transitory Cause & Effect)! DBA on honeymoon vacation in Fiji! (Transitory Cause)! Logs are truncated manually! (Non-Transitory Cause)! Company has only 1 DBA! (Non-Transitory Cause)! “Backup” DBA was not aware the logs require truncation! (Non-Transitory Cause)! Space allocations are fixed! (Non-Transitory Cause)! Lack of Control! -AND-! -AND-! -AND-!
  • Follow Us: #ITSMSummit! How Fire Works Time Oxygen Heat Fuel Fire MatchStrike Transitory Non-Transitory Fire Oxygen Heat Fuel Match Strike -AND- • Transitory Causes act as catalysts to bring about change (think Transition) • Non-Transitory Causes are objects, properties/attributes, and status
  • Follow Us: #ITSMSummit! RCA Diagram Customers Complaining Web Server returning 500 errors The application server was timing out SQL Server was not processing queries Transaction log was unable to grow T: Drive at 0 Bytes free Logs were not truncated DBA on honeymoon vacation in Fiji Logs are truncated manually Company has only 1 DBA “Backup” DBA was not aware the logs require truncation Space allocations are fixed Lack of Control Only one database cluster in use DR SQL Cluster DR Cluster being used for UAT testing More Information Needed One one application server exists More Information Needed Trying to do business on the website Desired Condition -AND- -AND- -AND- -AND- -AND- -AND- -AND-
  • Follow Us: #ITSMSummit! Add Evidence Customers Complaining Web Server returning 500 errors The application server was timing out SQL Server was not processing queries Transaction log was unable to grow T: Drive at 0 Bytes free Logs were not truncated DBA on honeymoon vacation in Fiji Logs are truncated manually Company has only 1 DBA “Backup” DBA was not aware the logs require truncation Space allocations are fixed Lack of Control Only one database cluster in use DR SQL Cluster DR Cluster being used for UAT testing More Information Needed One one application server exists More Information Needed Trying to do business on the website Desired Condition -AND- -AND- -AND- -AND- -AND- -AND- -AND- Statistical Data Situational Observation
  • Follow Us: #ITSMSummit! Failure Modes Analysis SQL Server Not Available Transaction log is unable to grow T: Drive at 0 Bytes free Logs were not truncated DBA on honeymoon vacation in Fiji Logs are truncated manually Company has only 1 DBA “Backup” DBA was not aware the logs require truncation (Condition Cause) Space allocations are fixed (Condition Cause) Lack of Control SQL is unable to cache query results Available RAM at 0 Bytes Free C: Drive at 0 Bytes free Minidump is configured to write to C: Drive Server was ASRing frequently Software distributions were leaving files in the TEMP folder %TEMP% configured to C:Temp Kernel able to write to page file -AND- -AND- -AND- -AND- -OR- -AND- -OR-
  • Follow Us: #ITSMSummit! Picking Monitors SQL Server Not Available Transaction log is unable to grow T: Drive at 0 Bytes free Logs were not truncated DBA on honeymoon vacation in Fiji Logs are truncated manually Company has only 1 DBA “Backup” DBA was not aware the logs require truncation (Condition Cause) Space allocations are fixed (Condition Cause) Lack of Control SQL is unable to cache query results Available RAM at 0 Bytes Free C: Drive at 0 Bytes free Minidump is configured to write to C: Drive Server was ASRing frequently Software distributions were leaving files in the TEMP folder %TEMP% configured to C:Temp Kernel able to write to page file -AND- -AND- -AND- -AND- -OR- -AND- -OR- Monitor the intersections at the “OR’s” At least one point along each branch after the “OR”
  • Follow Us: #ITSMSummit! FMEA Matrix (Impact Calculation) Negligible (1-2): no loss in functionality, mostly cosmetic Marginal (3-4): temporary interruptions or the degradation lasts for a brief period of time Critical (5-6): the problem will not resolve itself but a work around exists allowing the problem to be bypassed Serious (7-8): the problem will not resolve itself and no work around is possible. Functionality is impaired or lost but the system is usable to some extent Catastrophic (9-10): the system is completely unusable Improbable (1-2): less than 1 time per year Remote (3-4): 1 time per year Occasional (5-6): 1 time per month Probable (7-8): 1 time per day Chronic (9-10): 1 or more times per day Very high (1-2): during the design phase High (3-4): during peer review or unit testing Moderate (5-6): during system testing or acceptance testing Remote (7-8): during or immediately after production deployment Very Remote (9-10): only after heavy usage by users
  • Follow Us: #ITSMSummit! FMEA Matrix (Evidence) These are the events that help us to RULE IN a failure mode as a possible cause These are the events that help us RULE OUT the failure mode as not relevant
  • Follow Us: #ITSMSummit! Determining Severity Logical Server Virtual Machine 1 Virtual Machine 2 Severity Description Critical The component has completely failed Major The component is operating but is in a degraded or crippled state Minor The component is functioning normally but is at risk of a more serious failure Informational The component is functioning normally but is reporting a change in state Unknown The component has changed its operating state but the effect is not known Clear The component is operating normally or a higher severity event has been resolved •  The event severity is determined with respect to the component generating the event •  The event severity does not consider impact or urgency •  The incident priority is not determined by event severity •  The event severity helps drive an effective triage when multiple events arrive at approximately the same time •  Only after the effected components and their relationships to each other have been determined can impact and urgency be determined Six Levels of Severity Physical Server Server 1 Server 2 Logical Volumes Volume Group 1 Volume Group 2 Physical Volumes Hard Drive 1 Hard Drive 2 Hard Drive 3
  • Follow Us: #ITSMSummit! Monitoring Patterns Layers of Pre-Defined Monitoring Patterns •  The OS template is deployed when the server is provisioned •  As a server is customized to fit its role, additional templates are deployed •  Templates are stacked on top of each other until no gaps remain •  This approach provides a high degree of standardization without sacrificing the ability to develop a custom solution
  • Follow Us: #ITSMSummit! Application-Technology Matrix Maps services, applications and technologies enabling: • Monitoring investment prioritization • Monitoring maturity • Which templates need to be deployed when new hardware is acquired • Whether an service has sufficient monitoring coverage based on its application components • This approach allows for anticipating changes to a customer’s monitoring needs Scores indicate: 0 – No Strategy 1 – Limited Monitoring 2 – Fully Integrated Strategy
  • Follow Us: #ITSMSummit! Event Lifecycle Legend! Element Manager! Distributed Collectors! Object Server Triggers! Impact Policies! ITNM RCA Engine! Gateway Replication! Webtop Event List! Software-Operating System! Data Collection! Anomaly Detection! Event Generation! Integration! Event Processing! Enrichment! Event Suppression! Correlation! Root Cause Analysis! Business Impact Analysis! Automation! Notification & Escalation! Presentation! User Interaction Tools! Archiving! Reporting! Activity! Responsible Tool! Trigger Ticket Request! Create Ticket! Update Event with IM#! Trigger Courtesy Pages! Send Pages! Activity! Responsible Tool!
  • Follow Us: #ITSMSummit! AutomatedAction Notificationand Escalation BusinessImpact Analysis RootCauseAnalysis Correlationand EventSuppression Enrichment Meta-Data Integration Bus DistributedCollectors DistributedCollectors LOB Managed Monitoring System Service Provider Monitoring System Vendor Managed Monitoring System Element Manager Element Manager Element Manager Other Enterprise Data Document Sharing Service Desk CMDB Batch Scheduling Knowledge Database Online Run Book PBX/Call Manager Visualization Framework CommonEvent Format Topology And Relationship Database Automated Action Tools DistributedCollectors Automated Provisioning System Predictive Analysis Automated Change Reconciliation Security Management ArchiveandReport Business Telemetry Data Service Center and Enterprise Notification Tool Event Processing
  • Follow Us: #ITSMSummit! As you recognize opportunities to capture knowledge, use it to improve your Event Management System. Iterative Development
  • How do we keep it evolving?!
  • Follow Us: #ITSMSummit! Sometimes We Miss What’s Going On Say… what’s a mountain goat doing all the way up here in a cloud bank?
  • Follow Us: #ITSMSummit! The Path to Situational Awareness Collection Analytics Situational Awareness PresentationAggregation Each phase builds on the previous helping to establish situational awareness: •  Data is collected from our IT systems •  These data are aggregated into a central location •  Correlations transform the data into information and predictive analytics process them further into knowledge •  The processed and enriched knowledge is presented to users in a way that helps them make good decisions
  • Follow Us: #ITSMSummit! Cleaning Up the Landscape Adapted from: Akella, Janaki. “IT Architecture: Cutting costs and complexity.” McKinsey Quarterly 13 Nov 2009 https://www.mckinseyquarterly.com/IT_architecture_Cutting_costs_and_complexity_2391 Silo Monolithic Framework Niche Launch Pad Information Bus
  • Follow Us: #ITSMSummit! Directed Workflows Directed ! Non Directed! Launchpad! Executive Dashboard! Business Area! Dashboards! Application PAC! Dashboards! Command Center! Dashboards! Technology Owner! Dashboard! Application Owner! Dashboard! Problem Isolation! Workspace! Problem Diagnostics! Workspace! System Detail! View! Component Detail! View!
  • Follow Us: #ITSMSummit! 73 Here comes the elevator pitch…
  • Follow Us: #ITSMSummit! The IBM Solution !IBM SmartCloud APM Suite offers essential management capabilities for applications in complex cloud and hybrid environments. ! ! ! ! •  At-a-glance status determination via network topology graphs! •  Proactively identify and respond to compliance issues! •  Monitor the performance of the environment and the tenants living inside of it! •  Understand the current capacity needs and forecast future needs! •  Understand the costs associated with providing the service and enable “showback” and charge back” reporting to the application owners! SINGLE POINT OF MANAGEMENT! ! •  Minimize service and system outages! •  Identify recurring incidents and implement action to remediate problems before they cause impacts! •  Assist troubleshooting by suppressing “noise” events and providing root cause determination! MAXIMIZE SERVICE AVAILABILITY! ! •  Reduce the need for manual action or intervention! •  Automate for repeatability and elimination of human error! •  Develop standardized practices for complex business processes! •  Enable the development of APIs to allow for self-service management by the consumers! IMPROVED OPERATIONAL EFFICIENCY!
  • Follow Us: #ITSMSummit! Understand the end-user experience Follow changing workloads Mobile devices & " smart endpoints Private, public & " hybrid clouds Highly virtualized applications, storage & networks Discovery Visibility into application resources End User Experience Transaction performance monitoring to ensure SLA compliance Transaction Tracking Rapid problem isolation through transaction " path analysis Diagnostics Domain-specific operations tools for diagnosis and repair Predictive Analytics Proactive approach to reduce outages & improve performance shared data & common services See steps across the cloud VISIBILITY, CONTROL AND AUTOMATION TO INTELLIGENTLY MANAGE CRITICAL APPLICATIONS IN CLOUD AND HYBRID ENVIRONMENTS.
  • Follow Us: #ITSMSummit! Tivoli Enterprise Portal Monitor the complete Application and Application Infrastructure Measure, Baseline and Analyze the Service and Transactions ITCAM for Applications ITM for Microsoft Applications ITM ITCAM for Transactions ITCAM for SOA Platform OMEGAMON XE Tivoli Enterprise Portal Tivoli Automation Tivoli Data Warehouse Tivoli Common Reporting IBM Tivoli Monitoring Solution
  • Follow Us: #ITSMSummit! Business Value of Adopting APM Predic've  Outage   Avoidance   Ensure  availability  of   applica3ons  and  services       • Use learning tools to augment custom best practices • Leverage statistical methods to maximize predictive warning • Improve problem detection across IT silos Predict Faster  Problem   Resolu'on   Find  &  correct  problems  faster   with  tools  that  determine  ac3ons   required  to  resolve  issues       • Identify problems quicker with insight to large unstructured repositories • Isolate problems quicker by bringing relevant unstructured data into problem investigations • Repair problems quicker with the right details quickly to hand. Resolve Op'mized   Performance     Track,  Op3mize,  and  Predict   capacity  and  performance  needs   over  3me       • Track capacity and performance of applications and services in classic and cloud environments • Optimize resource deployment with what-if and best fit planning tools • Escalate capacity and performance problems before they cause critical failures Perform Improved  Insight     Enhance  visibility  into  systems   resource  rela3onships  while   increasing  customer  sa3sfac3on         • Determine what resources are interdependent to assess impact of failures • Gain insight into what is important to your customer • Decrease customer churn and acquisition costs while increasing customer retention and satisfaction Know Automated Analytics helps lower IT Administration Costs: •  Performance and Capacity planning tools monitor appropriately and escalate, reducing time consuming report browsing •  Learning tools reduce customization and best practices investment on initial deployment •  Log Analysis helps speed problem resolution to be able to do more with less
  • Follow Us: #ITSMSummit! Let’s keep the conversation going… Andrew.P.White@Gmail.com! ReverendDrew! SystemsManagementZen.Wordpress.com! systemsmanagementzen.wordpress.com/feed/! @SystemsMgmtZen! ReverendDrew! APWhite@us.ibm.com! 614-306-3434!