Closing the Visibility Gap | How to Combine Application & Infrastructure Monitoring to Accelerate IT Transformation

3/30/2
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Oracle Confidential –
Internal/Restricted/Highly Restricted
1
Closing the Visibility Gap
How to Combine
Application and Infrastructure Monitoring
to Accelerate IT Transformation
1Copyright eG Innovations | www.eginnovations.com3/30/2017

Logistics
• Please submit your questions at any time
during the webinar using the questions panel
on the GoToWebinar client
• This webinar is being recorded. All attendees
will receive a link to the recording in a few
days.
• A copy of this presentation is posted on
SlideShare:
http://www.slideshare.net/eginnovations
3/30/2017 Copyright eG Innovations | www.eginnovations.com 2

Today’s presenter…
John is an IT veteran with more than 30 years of
executive experience, half dedicated to IT
service management.
As CEO and Principal of MyServiceMonitor he
assisted clients in adapting service lifecycle
processes by leveraging eG Enterprise.
He went on to assignments with ThirdSky and
VMware, and has numerous industry
certifications including ITIL Expert and DevOps.
John has more than a decade of experience
helping customers leverage monitoring
intelligence as a key enabler of IT
transformation.
Mobile: 201.826.1374
john.worthington@eginnovations.com

Today’s Agenda
• About eG Innovations
• ITSM, DevOps and IT transformation
• Monitoring in a transformation context
• eG Innovations, ITSM and DevOps
• Demo
• Q & A

eG Innovations is a provider of enterprise-class performance
management products that provide complete visibility across
every layer and every tier of dynamic & complex, cloud,
virtual and physical IT environments to reliably deliver
mission-critical business services.
Worldwide Locations
About eG Innovations

Why People Come to Us…
• 75% of IT organizations are
suffering from degraded
business applications
– IDC Research
• 70% of the time, IT
organizations learn about
performance problems from
end-users
– Gartner
• 31% of performance issues take
more than a month to resolve or
are never resolved
- Forrester

The eG Innovations Difference
3/30/2017 eG Innovations 7
“To effectively manage applications, today’s products have to combine a top-down,
transaction level approach with a bottom-up, device level approach. Few products were
specifically designed from scratch to do this, and eG Enterprise is one that was. eG Enterprise
captures and correlates a complete, multi-dimensional business service view.”
– Enterprise Management Associates

Evolution of Our Product Suite
• Universal Agent
• Automatic thresholding
• Automated diagnostics (root-cause)
• Web transaction monitoring
• Integration console
• Service topology map
• Auto correlation based
on dependency maps
• 360° visibility into VM
performance
• Industry first
virtualization-aware
auto-diagnosis
• Broadest virtualization
coverage
• User experience
monitoring
• Transaction tracing
• Code level visibility
2001
Unified
Monitoring
2005
Business Service
Management
2008
Virtualization
• SaaS Option
• Public/Private/Hybrid
cloud support
2014
Cloud
2016
APM

Today’s Agenda
• Demo
• Q & A

Monitoring, ITSM and ITIL©
• Monitoring is closely
related to ITIL©’s
Event Management
– Detect events, make
sense of them and
determine control
action
• Event Management
provides the trigger
for many other ITIL©
processes
From an ITIL© perspective, this
is what eG automates
In most enterprises today, the underlying
IT processes are based on the ITIL
framework

DevOps
• DevOps is a professional movement that
encourages a collaborative working relationship
between development and IT operations
– Results in accelerated
flow of planned work
– Simultaneously
improves resiliency, reliability
and security
of production infrastructure
• Directly addresses typical conflicts in many IT
organizations
– Time-to-market vs. Production availability

Comparing ITSM/ITIL© and DevOps
ITIL©
DevOps
Service
Design
Service
Transition
Service
Operation
Plan &
Build
Release Operate
LEAN: DevOps seeks to optimize flow across the lifecycle
SIX SIGMA: ITIL seeks to optimize underlying processes
While we often speak about IT transformation in terms of a
journey, it is less about going from one place to another than
it is about making the whole greater than the sum of its parts.
Monitoring is
shifting left

ITSM, DevOps and IT Transformation
• ITSM is about changing mindsets – achieving a services
orientation
• DevOps is about culture shift – collaboration, feedback and
continuous learning
Transformational
Change1
• Wake-up call
• Changes in mindsets, culture
• Greatest degree of uncertainty
Transitional
Change
• Programs / Implementation
(business & human objectives met)
• Boundaries may be uncertain
• Significant stakeholder management
Developmental
Change
• Projects / Installation (on-time, on-
budget, technical objectives met)
• Process adaptation & improvement
1Change Leader’s Handbook
Transformation
requires an
integrated
approach to
people, process
and tools

Process & Service Owners
Managers
Practitioners
ITSM, DevOps and People
Service
Design
Service
Transition
Service
Operation
Plan &
Build
Release Operate
ITIL©
DevOps
DevOps organizations will seek to structure around capabilities and is more
dynamic; i.e., ‘Team of Teams’
ITIL structures emphasizes cross-functional processes and services
Business Capability Teams
Product
Owner Designer
Developers
Testers
Shared Services Teams
Service
Owner
Deployment Staff
Testers
Engineers
IT Operations
Management
Application
Management
Infrastructure
Management
Ops
Control /
Facilities
Mgt
Service
Desk

ITSM, DevOps and Process
Service
Design
Service
Transition
Service
Operation
Plan &
Build
Release Operate
ITIL©
DevOps
Non-Production
Services
Collaboration
Continuous Delivery Pipeline
(Build, Test & Release Automation)
Production
Services
Case Mgt
Procedures
Variable, Unique
i.e., ChatOps
Incident
Mgt
Problem
Mgt
Change
Mgt
Knowledge Management
Processes
Predictable, Repeatable
i.e., Event Management

ITSM, DevOps and Tools
Service
Design
Service
Transition
Service
Operation
Plan &
Build
Release Operate
ITIL©
DevOps
Tool Chains
Source Code
Management
Continuous
Integration
Package
Repository
Install /
Configure
Cloud
Orchestration
ITSM Suites
ITIL© Conformance
Incident | Request Fulfillment | Problem | Knowledge | Change
Release & Deployment | Service Asset & Configuration | Service Catalog

Today’s Agenda
• Demo
• Q & A

Monitoring, visibility & transparency
• Effective monitoring accelerates the DIKW cycle
• DevOps’ amplifying and accelerating feedback is
dependent on effective monitoring
Making End-to-End IT Services Visible: Integrating Monitoring and Event management with the Service Lifecycle
©Third Sky, Inc.

Monitoring in a transformation context
• All stakeholders use monitoring information, but we tend to drown in
data!
• Lack of information results in poor visibility, which leads to poor
transparency, which leads to a lack of trust
• Effective decision making is highly dependent on timely information and
knowledge
1Why Decisions Fail, P.Nutt
Decision Techniques1

Visibility & transparency needed NOW
• It is not enough to simply have all data
available in a single view (although it helps).
• It is also not enough to transform the data to
information in the form of reports (although
that helps too).
• IT must be able to take vast amounts of real
time data and go beyond information to
provide IT staff with the knowledge of what
actions to take without the need for experts or
expensive bridge calls.

Today’s Agenda
• Demo
• Q & A

eG Innovations, ITSM and DevOps
• We will analyze this from two perspectives
1. A lifecycle perspective
– ITSM lifecycle
– DevOps lifecycle
2. An IT transformation perspective
– People
– Process
– Tools

ITSM Lifecycle & IT Infrastructure Monitoring
• Separate from APM
• Monitoring of servers,
virtualization, cloud, databases,
Citrix/VDI, storage, …
• Understand how infrastructure
bottlenecks impact the user
experience
• Automatic correlation across
infrastructure tiers provides
immediate insight into
bottlenecks enabling the fastest
possible remediation
Service
Design
Service
Transition
Service
Operation
ITIL©
ITIL© does not directly
address application
development

DevOps Lifecycle & APM Solution for Web
Applications
• Traditionally separate from
infrastructure monitoring
• Mainly focused on web apps
• APM provides continuous
visibility into how application
code issues are affecting the
user experience
• Real-time tracing of each
business transaction,
recording of performance
metrics at every stage
Plan &
Build
Release OperateDevOps
APM does not directly
address infrastructure1
1 Gartner

eG Innovations, ITSM and DevOps
• We will analyze this from two perspectives
1. A lifecycle perspective
– ITSM lifecycle
– DevOps lifecycle
2. An IT transformation perspective
– People
– Process
– Tools

IT Transformation perspective: eG & People
• Alarm Viewers – Service Desk Staff, Monitor Users; perform alarm management
• Monitor Users – All stakeholders; role-specific dashboards and reports
• Service Level Managers, Business Relationship Managers, Product Managers,
Application Developers, Infrastructure Engineers
• Service Level Managers, Business Relationship Managers, Product Managers,
Application Developers, Infrastructure Engineers
• Monitor Users – All stakeholders; role-specific dashboards and reports
• Alarm Viewers – Service Desk Staff, Monitor Users; perform alarm management
• eG Engineer (Administrator) – Systems
Administrator, Level 2/3 Support,
Infrastructure Engineer, Platform Engineer,
DevOps Engineer
OPS
User Management, Agent
Management, Console
Admin, DB Admin,
Dashboards, Reporting &
Analytics
• eG Consultant (Designer/Developer) –
Release Manager, QA Analyst, Application
Developer, Tester, DevOps Engineer
DEV
Component/Test Design &
Development, Dashboards,
Reporting & Analytics

IT transformation perspective: eG & Process
Service
Design
Service
Transition
Service
Operation
Plan &
Build
Release Operate
ITIL©
DevOps
Non-Production
Services
Collaboration
Continuous Delivery Pipeline
(Build, Test & Release Automation)
Production
Services
Case Mgt
Procedures
Variable, Unique
i.e., ChatOps
Incident
Mgt
Problem
Mgt
Change
Mgt
Knowledge Management
Processes
Predictable, Repeatable
i.e., Event Management
Real-Time
End-To-End
Visibility
Real-Time
End-To-End
Visibility
Systems of Innovation
Systems of Differentiation
Systems of Record
Metrics
(Test Results)
Metrics
(Alarms)
eG Enterprise converged application and
infrastructure monitoring easily
accommodates bi-modal IT operations

IT transformation perspective: eG & Tools
Service
Design
Service
Transition
Service
Operation
Plan &
Build
Release Operate
ITIL©
DevOps
eG Enterprise integrates with ITSM Suites
and DevOps tool chains
Orchestration
Engine
(process)
Service Desk
(trouble
ticketing)
Comprehensive Reporting & Trending
Orchestration
Engine
(cloud)
Task
Automation
(ChatOps)
Reporting & Analytics
Integration
Console
eG
Manager
Custom
Measurements
and Tests

A Classic Transformation Challenge...
• eG Enterprise is a Service monitor!

eG, ITSM, DevOps and IT Transformation
• ITSM is about changing mindsets – achieving a services
orientation
• DevOps is about culture shift – collaboration, feedback and
continuous learning
Transformational
Change1
• Wake-up call
• Changes in mindsets, culture
• Greatest degree of uncertainty
Transitional
Change
• Programs / Implementation
(business & human objectives met)
• Boundaries may be uncertain
• Significant stakeholder management
Developmental
Change
• Projects / Installation (on-time, on-
budget, technical objectives met)
• Process adaptation & improvement
1Change Leader’s Handbook
Investments here
must be supported
by customers and
eG Partners
They drive
Value Of Investment
(VOI)
Rapid
Return On
Investment
(ROI)

Why Converge?
• APM alone is not
sufficient, neither is IPM
alone
• Converged solution
facilitates true root-
cause diagnosis
• Minimizes learning curve
• Enhances operational
efficiency
• Ensures user satisfaction
& productivity
Closing the Visibility Gap
Accelerate IT
Transformation with
Converged Application
and Infrastructure
Monitoring

Today’s Agenda
• Demo
• Q & A

Monitoring, Transformation & Best Practice
• Transformational change requires more than visibility;
transparency is a basis of trust
• Transparency requires knowledge; knowledge must be
shared across the service lifecycle
• ITSM’s focus tends to be on Prod; DevOps’ tends to be on
Non-Prod; both are needed
• Services are the means of delivering value; applications
are not the same as services
• Service provides the context for automated diagnosis and
business impact
• Automated diagnostics can improve transparency; you
don’t have to fly blind!

Services are a means of delivering value
User Experience Management | Total Performance Visibility
Code to Bare Metal | Any Cloud Deployment Model
Pre-Emptive Alerting | Automated Diagnosis
Right-Sizing & Capacity Planning
Internal/External Customer-Facing IT Services
Traditional
Application
Monitoring
Traditional
Infrastructure
Monitoring
Application
Stack
Full End-to-End
Service Stack

Questions
Please submit your
questions at any time
during the webinar
using the questions
panel on the
GoToWebinar client

For More Information
• More Details
– http://www.eginnovations.com/freetrial
• Send an Email
– Info@eginnovations.com
• Call Us
– +1 (866) 526 6700

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