This document discusses service management for workload automation. It advocates for centralizing all scheduling activity using an enterprise-class workload automation (WLA) tool to enable business transformation. Managing WLA as a service using service management standards and best practices can improve customer satisfaction, lower costs, and reduce risk. The document provides examples of how WLA tools can streamline processes, increase productivity, and accelerate service delivery.

1. SERVICE MANAGEMENT
FOR
WORKLOAD AUTOMATION
PRESENTED BY:JAMES J. GINGRAS
SR. SOFTWARECONSULTANT,BMC SOFTWARE
VERSION1.0

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WORKLOAD AUTOMATION: BUSINESS TRANSFORMATION
The keyto businesstransformationisautomation. The keytobusinessadvantage is innovation.ForIT,
WorkloadAutomation hasthe abilitytotransformthe businessthroughinnovationthat comesfrom
the use of a state-of-the-arttool thatenables collaborationacrossall of IT andthe businessdue toa
commoninterface andthe abilitytoshare resourcesalreadyinplace inthe organizationinmore
powerful andefficientmanner. WorkloadAutomation(WLA) isthe mostmature formof whatwas
previouslyknownasscheduling or“batch processing”. WLA refersto automation acrossyourentireIT
Enterprise in a consistentmannerwithreusablecomponents using a repeatableprocess thatuphold
standardsand bestpractices.
In itsmostmature form WLA referstothe abilitytocentralize managementof all the complex
workflowsandunderlyinginfrastructure acrossthe entire ITEnterprise andexpose them asasetof
servicesthatare mappedto the businessapplicationsandservicestheysupport. Italsoreferstothe
abilitytoprovide managementoversightusingtermsandtools thatare well-understoodbyboththe
businessandIT.
Transformingthe businessthroughautomationbyenablingunderstanding andaccountabilityto
strengthenthe partnershipbetweenbusinessandIT. In short,managingthe entire automation
workloadusingservice managementstandardsandbestpractices,includingService LevelAgreements
(SLAs) basedonservice level metrics. Providingweb-basedmonitoringandreportsin well-known
terms,“services”,thatare managed basedontheirimpacton the customer. Whetherthose
customersare outside the organization(businessclients),insidethe business(businessOperations),or
withinIT. All the WLA customersaffectedbyanypart of the workloadcaneasilyidentifyand,if
required,manage the partsof the workloadthataffectstheirbusiness.
Part of the beautyof takingadvantage of WLA isthat, inmost organizations,thiscapabilityalready
existsandis usedto manage critical partsof the automation IT provides. Mostorganizations have not
maturedthe use of WLA to provide aservice ina standardmanneracross IT.
In itsimmature state,workloadautomationisoftenconsidered“batchscheduling”orpossiblyasetof
schedulersandapplicationsthatare integratedtosome degree,usuallythroughscripts. Traditionally
the responsibilities forWLA are embeddeddeepwithinthe ITorganizationinITOperationswithlittle
or no visibilitytothe productsandservicestheysupport orthe capabilitiestheycanprovide tothe rest
of the organization.
The first step to enabling true businesstransformation isto centralize all scheduling activity in a tool
thatis ableto managethescheduling and automation requirementsacrosstheentireIT Enterprise.
Enterprise ClassWLA Toolsenable thistype of businesstransformationusingindustrybestcapabilities
while leveragingexistingautomationprocessesandpersonnel. EnterpriseClassWLA Toolsare simple,
powerful andindustryproven.
The old,siloed,approachthatrelegatesschedulingtowhateverplatformorapplicationinuse,by
whicheverITteam,cannotmeetthe demandsof the new IT due to:

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 Inabilitytocoordinate workflowsandsupportacrossthe entire ITEnterprise
 Inaccurate resultsdue tolack of integratedworkflow andmature functionality
 Service Level conformity
 AuditingandCompliance issueswithcompanypolicies,governmentregulationsandinternal
auditing
What isneededisa newapproachthat meetsthe demandsof the new IT and enablesbusiness
transformation:Workload Automation. ElevatingWorkloadAutomationtothe Enterprise leveland
managingitusinga BusinessService Managementapproachimprovesbusinessalignmentand
accountabilityassoonas itis implemented. The resultingbenefitsare compelling:
 Improved CustomerSatisfactionthroughimprovedservice levels
 Betterintegrationwiththe businessthroughservice mapping
 LowerTotal Costof Ownership (TCO) throughimprovedservice and support
 Lessrisk due toabilitytoidentify the impactof changes before theyare made, the abilityto
research historical dataandaudit reporting.
By consolidatingschedulingintoasingle enterprise solution youenable the use of workload
automationforany well-definedworkflow withinyourorganization. Enablingyoutotake advantage of
pre-definedautomationforcommonfunctionsandintegrationsinacommoninterface withcommon
requirements. Inotherwords, usingreusablecomponentsinarepeatable process thatare managed
accordingto existingstandardsandbestpractices. Whetheryouare automatinginformationtransfer
across applicationcomponentstospeedthe process, improvingqualitythroughstandardsandbest
practices,reducingTotal Costof Ownership byimprovingqualityandstreamliningITprocesses, and/or
improvingcustomersatisfaction,all these concernsare addressedthroughmature,service-oriented,
WLA.
SIMPLIFYING COMPLEXITY
We are all familiarwiththe increasingcomplexityof IT. Distributedcomputingbroughtmulti-platform
supportto the forefront. Improvedtechnical capabilities enabledtechnological specializationinevery
categoryof IT fromnetworktostorage management,fromsecuritytoeventmanagement,from
applicationtodatabase andservermanagement. Now we are managingadditional layersof these
categoriesinvirtual environmentsthatrunon the physical infrastructure. All thesetechnologieshave
enabledautomatedinfrastructure provisioninganddynamicresponsetothe businessenvironment
oftenreferredtoasdatacenterautomation. AcquisitionsandbusinessexpansionrequireITto quickly
absorbor integrate variedandgeographicallydispersedinfrastructures. All thistechnologyonly
increases complexityandamplifies the needforintegrationbetweenworkflows,applicationsand
services.
As a resultof these complications,outdatedschedulingtoolslimitthe amountof automationanddrive
up software andhumanresourcescosts forautomatingcommonfunctions,andincrease the
probabilityof costlyservicelevel penaltiesand“brandevents”. Theyalsoincrease the riskof delays,

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service disruptionsanddegradation,recoverytimesare hindereddecreasingMeanTime ToRepair
(MTTR). Changesto the IT infrastructure mustbe limitedwhichinhibitsgrowth.
ACCELERATING SERVICE DELIVERY: IMPROVING BUSINESSVALUE
Businessservicesrelyontimely,efficient,cost-effective,anderror-freeschedulingandworkflow
automationtosupportthe dynamicbusinessandtechnology processesand environments.
Consequently,the workloadautomationsolutionsmustmeetthe needsof changingbusinessdemands
and changesintechnology. However,mostorganizationseitherdon’thave aworkloadautomation
practice,or theyperformworkloadautomationinsiloes.Theyare notmature intheirunderstanding
or implementationof WLA. Most of the automationoccursin siloswithinthe organizationbasedon
application,technologyorboth. Asa result,the organizationsIToperations,where schedulingand
WLA are traditionallysupported, are focusedontechnology, ratherthatbusinessandtechnology
services. Inotherwords,the people supportingthe complexitydonotunderstandthe impactissues
have on the customers.
The complexityof the environmentrequiresadiverse skill settomanage andmaintain,withthe
associatedtrainingcosts. The additional complexitycreatedbyvirtualizationincreasesthese
requirementsandchallenges. Youneedtobe able toquicklyandeasilychange prioritiesforworkload
executionandsupport,trackworkloadprocessingproblems,setsupportprioritiesbasedonbusiness
requirements,testandmanage changestothe workloadbefore theyare inproduction –usingboth
physical andvirtual infrastructure –andreport onall changesmade to processingworkflows.
If your workflowautomationandschedulingprocessesare notstandardized,ormore correctly,if your
WLA lifecycle isnotmanagedacrossyourentire enterprise,youmayexperience outagesandincidents
that impactcritical businessservices. BMC’sBusinessService Management (BSM) platformsimplifies
and automatesyourIT processes. Inaddition,BSMprovidesthe capabilitiesthataccelerate your
transitionfroma technology-focusedorganizationtoa service-orientedbusiness.

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FIGURE 1: ENTERPRISE CLASS WLATOOLS - PROVEN FOUNDATION FOR MANAGING ENTERPRISE WORKLOADS
The Enterprise SchedulingandWorkloadAutomationcapabilityofferedbyBSMallowsyouto
replace disconnectedautomationprocessesand multiple schedulingtools withone streamlined
processand integratedsolution: Enterprise ClassWLA Tools forWorkloadAutomation.
WHY WORKLOADAUTOMATION?
There are manyreasonsto mature WLA withinanorganization. BusinessTransformationisthe
mostcompellingandover-arching. Bystandardizingautomationforthe commonfunctions
requiredbyall applicationsandserviceswithinWLA and an Enterprise ClassWLA Tool,yougain
the abilitytoshare resourcesandcollaborate atunprecedentedlevelsacrossall of IT. From the
IT Architectsandprojectmanagersworkingwiththe businessinnovators,tothe IT Service
Managementteamsmanagingthe “business”of IT,tothe Infrastructure teamssupportingand
maintainingthe ever-changingtechnologies. All theseteamsbenefitfromthe capabilitiesWLA
can provide. Here isa listof the topten reasonsmostorganizationsmove tocomprehensive,
integratedapproachof managingWLA as a service:
Increase your span of control: Witha single,integratedsolution,all the workflowsautomated
withWLA can be managedthrougha commoninterface thatisavailable toall stakeholders,
remotelyorfromtheirworkstations. All stakeholderscaninteractina collaborative and
innovative mannernomatterwhattheirlevel withinthe organization.

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Better alignmentwithbusinesspriorities: A unifiedenterpriseWLA experienceenablesyouto
manage all your schedulingandautomatedworkflowsbasedonyourbusinessneedswith
visibilitytoall the dependenciesandresourcesacrossyourIT enterprise,enablingtrue end-to
endservice management. Whetheryouare triggeringautomatedworkflowsbasedon
date/time,systemevents,adhoc,or throughApplicationProgrammingInterfaces,
standardizedautomationprocessingisavailable.
Compliance management: A single unifiedWLA solutionmakesiteasiertoaddressregulatory
and auditrequirementsbyprovidinggranularreportingof all changesandactivitiesinthe
workload,includinghistorical data. Governance isalsoenforcedbyrequiringannotationsfor
changesto the workloadand inresponse toeventswithinWLA.
Leverage the Cloud: A keypriorityformanyIT organizationsistohave the “elasticity”needed
to manage the “velocity”of changesinbusinessdemandandservicelevels. EnterpriseClass
WLA Toolsincludesapplicationplug-insforautomatingworkflowsinthe cloud,providing
additional on-demandinfrastructureandresourcesduringcritical processingperiods.
Dynamic Workload Support: IT environmentsconsistof ahybridof physical andvirtual
infrastructure. Traditional,static,jobschedulingtoolsandprocessescannotprovide the
integrationandinterface requiredtomanage bothof these environmentsseamlesslyand
withoutknowledge of wherethe automationisexecuting. EnterpriseClass WLA Toolsprovides
that “single pane of glass”enablingmanagementbyexceptionwhile continuingtoprovide the
specialistwithall the informationtheyneedtoconfigureandmanage the workload.
Reduce Operating Costs: Commonsense will tell youthatmanagingone tool islessexpensive.
What may notbe so obviousisthat a mature WLA solutionlike Enterprise ClassWLA Tools also
providesintegrationwithService Management andITEventManagementandMonitoring tools
to enable quickerincident/problemresolution,decreasingMeanTime ToRepair(MTTR) and
automatedservice managementprocessing. Inadditionitprovidestechnical capabilitieslike
zero-downtime agentupgradesandWorkloadChange Managementtoimprove availabilityand
the qualityof the automatedsolutionsITprovides.
Lower Risk of Service Disruptionor Degradation: A comprehensive WLA solutionincreases
automation,whileWLA service managementprovidesthe visibilityandaccountabilityto
analyze andpreventservice disruptionsanddegradation.
Increase Staff Productivity: Standardizingonacommon mature enterprise capable WLA tool
enablesyoutoshare resourcesandpersonnel acrossthe entire developmentandsupport
lifecycles,while includingthe capabilitiesandunderstandingof service andsupportpersonnel
inthe designof the automationthatispart or whole of the servicesITprovides. Thisimproves
the qualityof the service providedwhileincreasingthe productivityof yourITStaff.
Grow Your Business: A unified enterpriseWLA solutionenablesinnovationthroughmore
collaborative design,developmentandsupportof businessandITservices. The businessis

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more agile throughitsabilitytoautomate more quicklywhile alsoimprovingcustomer
satisfactionthroughthe abilitytoprovideahigherqualitysolution.
Demonstrate the value of“IT”: The abilitytomanage a unifiedenterpriseworkloadusinga
service-orientedapproachprovidesbusinessstakeholderswiththe visibilityandaccountability
that enablesthemtounderstandandappreciate the value of IT. All levelsof management,
whetheronthe businessside orwithinIT,canaccesscomprehensivereportsfortrendanalysis,
forecasting,andevaluationof ITperformance accordingtostandardservice level metricsand
“agreed-upon”Service LevelAgreements.
TOOLS FORBUSINESS TRANSFORMATION
The solutionyouselectshouldenable youtotransformyourabilitytoautomate by:
1. Enablingstandardsandbestpractices
2. Supportingarepeatable processwithreusable components
3. Maintainingcorporate securitystandardsandbestpractices
4. StreamliningexistingITprocessesandproceduresrequiredtoprovide automation
5. IntegratingseamlesslywithITInfrastructure
In addition,the solutionshould:
 Enable businessagility
 Provide a“single pane of glass”forall yourworkflowsautomatedthroughWLA
 Supportthe heterogeneous,hybridinfrastructure thatispartof the new IT, withmultiple
services,applications,platformsandtechnologies.
 Provide proactive management-by-exceptionbasedonbusinessservices
 Reduce OperatingCosts
 Lowerriskand improve compliance
Enterprise ClassWLA Tools alsoenable integrationwithService Managementprocessesandtools
alreadyinuse withinthe organization. ItalsointegrateswithexistingITeventmanagementand
monitoringprocessesandtoolswithinthe organization. Sothat,togetherIT can provide true “end-to-
end”service managementandmonitoring.
WithEnterprise ClassWLA Tools,you:
 Gain businessagilitythroughimprovedautomationthroughoutthe service lifecycle. Including
Enterprise ClassWLA Tools as part of the automationinthe servicesITprovidessimplifies all
phasesof the service lifecycle throughstandardizingthe automationof commonfunctions
while improvingcollaboration acrossall the teamsinvolvedinthe service lifecycle, shortening
time to value,acceleratingservicedelivery.
 LowerTotal Costof Ownership(TCO) byenforcingautomationstandardsandbestpractices,
improvingthe qualityandefficiencyof the processesandpersonnel supportingandmaintaining

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the automationusingWLA. Reducingthe software footprint,administrationandmanagement
costs across all of IT by settlingona single enterpriseWLA managementtool.
 ReducingMeanTime To Repair(MTTR) by streamliningand automatingincident/problem
supportprocessingforautomationwithinWLA throughintegrationwithexistingservice
managementandIT infrastructure monitoring.
Enterprise ClassWLA Tools shouldinclude astate-of-the-artconversiontoolstoenable rapid
conversionfromotherschedulingtools.
BMC Enterprise ClassWLA Tools helpsyoumanage the boththe cost and potential riskof migration
fromyour currentschedulerby:
 LeveragingStrategicRelationshipwith Vendor’s ProfessionalServices
 Providinganarchitecture thatallows EnterpriseClassWLA Tools tocoexistwithother
schedulers,enablingyoutomanage the migrationaccordingtoyour resource availabilityand
businesstimetable.
 Providingaworkloadconversiontool aspartof the Enterprise ClassWLA Toolsproduct.
 Leveragingyourvendors customerservice andsupportexperiencesof migratingfromother
schedulingsolutions
 Providingateamof experiencedconsultantswhodesignandimplementhighlyeffective
solutions.
REALIZING BENEFITSWITH VENDORPROFESSIONAL SERVICES
Enterprise WLA Toolsinclude professional servicesandcustomersupportteamsprovide customer
supportinternationally. OrganizationsutilizingProfessional Service andSupportare able to
“operationalize”WLA more quicklywithintheirorganizationwhileminimizingriskandmitigating any
incidentsorproblemsthatmayoccur. In addition,the knowledgeandexperience of the professional
servicesstaff enableyoutoarchitecta solutionthatwill supportyourbusinessneedsforavailability
and reliabilityinthe mostefficientandcost-effectivemanner.
PROVENRESULTS: CUSTOMER SUCCESS STORIES
Here are some examplesshowingthatenterpriseworkloadautomationtechnologycanprovide real
benefitstoorganizations:
Afterimplementingaunifiedenterpriseworkloadautomationsolution,alarge
telecommunicationscompanyachieveda30 percentreductioninelapsedtimeonbillingruns.
The company wasable to consolidate monitoringof more than100,000 automatedtasks(jobs)
perday and realizedasavingsof five percentandaggregate CPUusage.
A large governmentagencywentlive withacomprehensive workloadautomationsolutionand
reducedstaff costsby 60 percent,while savingthree hoursof elapsedruntimesandreducing
run-time errors. The agencyalsocompliedwithall of itsmission-critical SLAs.

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As a resultof itsnewWLA technology,atruck andengine manufacturerincreasedjob
processingby500 percentandwas able to manage 500,000 more automatedtasks(jobs) per
month,without addingstaff.