This document discusses the challenges of managing complex, distributed IT infrastructures. It notes that organizations currently spend most of their IT budgets maintaining existing systems rather than delivering new capabilities. The document advocates adopting a business service management approach using an intelligent service model to gain a single, consolidated view of IT services, assets, configurations and business metrics. This would help optimize operations by reducing costs, complexity and risk while improving efficiency, control and business alignment.

1. Business Service Management is Easy!
Fall Back in Love with Your Mgmt Investments
Michele Hudnall Tobin Isenberg
Solution Marketing Manager Director Product Management
mhudnall@novell.com tisenberg@novell.com
November 17, 2010
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2. Data Center Computing Is Changing
Complexity is Increasing
Intelligent Workload
Management
Cloud
(Public and Private)
Virtualization
Single-purpose
Physical Systems
2 © Novell, Inc. All rights reserved.

3. Physical, Virtual and Cloud Utilization
Delivers Agility – Reduces Costs – Increases Complexity
Percent of enterprise workloads that will run in physical,
virtual and cloud environments by 2015
Novell estimates based on IDC and Gartner data
Virtualized Applications are Moving to Production Now
Cloud is being Tested and Leveraged for the Routine!
3 © Novell, Inc. All rights reserved.

4. Operational Challenges
Cost Reduction
Efficient resource utilization
Tool rationalization & Low cost options
Risk Mitigation
Proactive planning Business Service Impact
Drives IT Impact avoidance
and responsiveness
Alignment and
Control and value delivered
Compliance Technology
Complexity and flexibility Mixed, dynamic infrastructure
Lots of management tools
Service Providers Performance
Trust and risk for service Continuous improvement
quality and availability
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5. Operations Today

6. How is IT Doing Today?
Optimistic Report Card of a C – or D +
Efficiency & Effectiveness
SLA Reports : Manual, not trusted
Cost of Report : 10 Days / month
Service Value ROIs : Non-existent
Deliver
85%
of IT operations
budgets are spent
maintaining and
Operate reacting! Control
Performance & Availability Risk & Compliance
Downtime : 1 – 2% Revenue Emergencies : >50%of Changes
Customer Reported : >70% Failed Changes : >50%
People/Process Errors : >80% Automated Audits : Non-existent
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7. Why IT Isn't Working
Monitor Things Monitor in Silos No Correlation
– Databases – Performance – Creates Risk
– Servers – Availability – No View of Impact
– Applications – Capacity – Costly Diagnosis
– Networks – Traffic – Costly Downtime
Performance Availability Networks Applications
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8. IT Challenges and Decisions
• Too Many Tools
– Availability, Performance
– Service Level, Service Monitoring
– Cross-over Messages - Beware
• Framework – Best in Breed – Open Source?
– Lock-in and Vendor Management
• Integration of Tools
– Build – Wait – Buy
– Marketecture or Technology ?
• Future Proofed Platform
– New technology, tools
– Merger and Acquisitions
8 © Novell, Inc. All rights reserved.

9. Polling Question
Are you currently exploring cost savings with your
management tools?
– Reducing and removing tools
– Replacing tools with Open Source tools
– Reducing, replacing and investing in integrated view
– Single framework looking for vendor provided integration
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10. What IT Requires
Single, Consolidated View – Service Performance
Asset Data Business KPIs
Service Desk Performance Availability Configuration
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11. Optimizing Operations

12. How IT Could be Doing – in 90 Days!
Report Card of a B+ or A-
Efficiency & Effectiveness
SLA Reports : Automated, trusted, consistent
Cost of Report : Real-time and historical analysis
Service Value ROIs : A+ Proactive service maturity
Deliver
65%
of IT operations
budget spent
maintaining and
Operate reacting! Control
Performance & Availability Risk & Compliance
Downtime : >75% Avoided Emergencies : Greatly reduced
Customer Reported : Minimal Failed Changes : Minimal
People/Process Errors : Greatly reduced Automated Audits : Automated, accurate
12 © Novell, Inc. All rights reserved.

13. Business Service Management
Service
Monitoring
The practice of enabling
IT to communicate
Turning technology to services
service performance
Service
aligned to business Mapping Intelligent
objectives, while Service
Model
maintaining control
over the infrastructure.
Service
Measuring
13 © Novell, Inc. All rights reserved.

14. Intelligent Service Model
Many Roles – Many Views
DB Servers Networks
App Servers Order Processing Networks
Web Servers
Business Performance
Transaction Value Inventory Transaction Volume
14 © Novell, Inc. All rights reserved.

15. Intelligent Service Model
Three “types” of Data – Many Costly Tools!
What about What about
Security? external
DB Servers Networks
providers?
App Servers Order Processing Networks
Web Servers
Business Performance
Transaction Value Inventory
“How are they
“They are performing?”
events too!”
Availability & Configuration Service
Performance Management
15 © Novell, Inc. All rights reserved.

16. Commodity Monitoring
Costly and Complex – Are you solving complexity?
Order Processing
 Server Availability
 Network Availability
Order Processing
 Application Performance
 End User Response
Order Processing
 Service Desk Tickets
 Problem Duration
?
Availability Performance Responsiveness Capacity
16 © Novell, Inc. All rights reserved.

17. Service Monitoring – Value-Add
Reduced Costs – Best In Breed
Single- Pane-of Glass-View
DB Servers Networks
App Servers Order Processing Networks
Web Servers
Business Performance
Transaction Value Inventory Transaction Volume
Event Experience Universal
Manager Manager Integration
Availability Performance Responsiveness Capacity
17 © Novell, Inc. All rights reserved.

18. Polling Question
What projects are of highest priority in your organization
today?
– Performance and Availability Monitoring
– Service Level Measuring
– Configuration Management / CMDB
– Combination of Service Monitoring and Configuration
– How will we manage the cloud public or private
18 © Novell, Inc. All rights reserved.

19. Novell Operations Center ®
How Intelligent Service Modeling Works
Quality Compliance Communication
Service Service Service
Monitoring Mapping Measuring
Operational Single-Pane-Of-Glass
Intelligent Service Model
DB Servers Networks
Infrastructure App Servers Order Processing Networks CRM
Web Servers
Business Performance
Service Credit Card
Desk Transaction Value Inventory Transaction Volume Processing
Applications
Management
Technology Performance
Configuration Security
and Availability
Infrastructure
Physical Virtual Cloud
19 © Novell, Inc. All rights reserved.

20. Operations Delivering Value

21. Performance
Performance
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22. Performance
Performance
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23. Performance
Performance
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24. Performance
Performance
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25. Performance
25 © Novell, Inc. All rights reserved.

26. Novell Operations Center®
Business Service Management
26 © Novell, Inc. All rights reserved.

27. Summary
Novell Operations Center provides a consolidated view
®
of the status of a business service which helps you to:
– Understand the impact and root cause of IT issues
– Reduce the time to identify and restore service
– Prioritize effort on issues with greatest impact
– Pro-actively manage and address recurring problems
– Role based, configurable views
– Leverage lower cost options
– Future proof management platform
– Provide real service improvement
27 © Novell, Inc. All rights reserved.

28. Discussion . . . . .
mhudnall@novell.com tisenberg@novell.com
Novell Business Service Management Blog
http://www.novell.com/communities/coolsolutions/business-service-management
http://www.novell.com/communities/blogs/tisenberg
http://www.novell.com/communities/blogs/mhudnall
www.twitter.com/Novell_BSM
www.novell.com/products/operations-center
28 © Novell, Inc. All rights reserved.

29. Making IT Work As One™
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