With ever shortening technology life cycles, change is not only constant but also quite frequent in today’s IT enterprise. But can your business keep up with such rapidly evolving IT? To stay on top of the change management game, you need to know exactly WHAT components ​constitute your IT setup, exactly WHERE each of them are, HOW they all are interconnected, and WHICH business service depends on each component. With application discovery and dependency mapping (ADDM), you can comprehensively map these interdependencies not only between the components themselves but between the components and the business services that rely on them as well. To learn more ​about ADDM listen to Eveline Oehrlich, VP and research director (IT Infrastructure and Operations) of Forrester on our webinar, “How Application Discovery and Dependency Mapping can stop you from losing customers.” ​Learn: - What ADDM is, its challenges, and the benefits of adopting this approach - How you can make better business decisions and use ADDM to recover quickly from application downtime Also, catch an exclusive preview of the upcoming ADDM feature in ManageEngine Applications Manager.

1. How Application Discovery and
Dependency Mapping can stop you
from losing customers
March 19, 2015
Eveline Oehrlich
VP, Research Director
Forrester Research
Arun Balachandran
Sr. Marketing Analyst
ManageEngine

2. 2
Eveline Oehrlich – VP, Research Director
Eveline covers BT & IT Operations and service delivery, her
current research focuses on the implementation of best practices
around people, processes and technology to advance BT & IT
Operations teams into the age of the customer. Her coverage
includes service management from a holistic or partial
perspective, including topics such as Service Portfolio
Management, Technology Business Management and many
other aspects of BT and IT.
Arun Balachandran – Sr. Marketing Analyst
Arun is a senior marketing analyst at ManageEngine and
currently works for ManageEngine’s application performance
management solution. Arun is the author of application
performance management white papers such as Integrated
Performance Management for Physical, Virtual and Cloud
Infrastructure and Going Beyond Plain Virtualization
Monitoring. He has a masters degree in computer applications.
Today’s Presenters

3. 3
• Log questions in the Questions panel
located on the lower right corner of your
screen
• Questions will be addressed during the
Q&A session of the event
Questions
Event recording
• An archived version of the event
recording will be available at
www.ManageEngine.com/apm
Event presentation
• A PDF of the PowerPoint
presentation will be available
Logistics for Today’s Webinar

4. How Application Discovery &
Dependency Mapping Can Stop You
From Losing Customers…
Eveline Oehrlich, VP, Research Director
March 10, 2015

5. © 2014 Forrester Research, Inc. Reproduction Prohibited 5
Agenda
• The age of the customer
• The customer lifecycle
• MTTR must change
• A different approach
• Conclusion

6. © 2014 Forrester Research, Inc. Reproduction Prohibited 6
Age of manufacturing
Mass manufacturing
makes industrial
powerhouses
successful
• Ford
• Boeing
• GE
• RCA
Age of distribution
Global connections
and transportation
systems make
distribution key
• Wal-Mart
• Toyota
• P&G
• UPS
Age of information
Connected PCs and
supply chains mean
those that control
information flow
dominate
• Amazon
• Google
• Comcast
• Capital One
Age of the customer
Empowered buyers
demand a new level of
customer obsession
• Macy’s
• Salesforce.com
• USAA
• Amazon
The age of the customer is a 20-year business cycle in which the
most successful enterprises will reinvent themselves to systematically
understand and serve increasingly powerful customers.
Empowered customers have given rise to
a new era led by empowered customers

7. © 2014 Forrester Research, Inc. Reproduction Prohibited 7
Turn big data
into business
insights
Transform
the customer
experience
Accelerate
your digital
business
Age of the
customer
Embrace
the mobile
mind shift
Here’s how your buyers are thinking
about the market imperatives

8. Ascending before descending
Source: John E. Hunter, Frank L. Schmidt, and Michael K. Judiesch (1990), Individual Differences in Output Variability as a Function of Job Complexity, Journal of
Applied Psychology, Volume 75, Vol. 1 (p.36)

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Business leaders prioritize growth and
customer experience improvement

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Two technology management agendas
Technology
management = BT
Business technology: The
systems, technologies, and
processes to win, serve, and
retain customers.
IT +
Information technology: The
systems, technologies, and
processes to support and
transform an organization’s
internal operations.
The work an organization performs to
differentiate products and services
and achieve business outcomes with
technology.
Source: 1TM Terminology
https://docs.google.com/a/forrester.com/spreadsheet/ccc?key=0AibVsTmQIAYjdFJEOHNZWVJ2UllFbTVScEtaZnpNU
lE&usp=drive_web#gid=0

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50K foot view of the BT Agenda
Customer
journey
Business
capabilities
System
patterns
Technology
portfolio
BT
leadership
Activates
Catalyzes changes
in systems
Consume
resources
Shapes priorities
Delivers outcomes
Systems of:
1.Record
2.Engagement
3.Automation

12. © 2014 Forrester Research, Inc. Reproduction Prohibited
Customer Journey: The Customer Life Cycle
May 2014 “Brief: Systems Of Engagement Take Center Stage”

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50K foot view of the BT Agenda
Customer
journey
Business
capabilities
System
patterns
Technology
portfolio
BT
leadership
Activates
Catalyzes changes
in systems
Consume
resources
Shapes priorities
Delivers outcomes
Systems of:
1.Record
2.Engagement
3.Automation

14. Business Processes
Services Hierarchy
14
Business
Services
ISBusiness
Application
Services
ConsultingServices
Infrastructure
Services
Project and Support -
Related Services for IT
Partners and Key
Stakeholders
+ Storage & Backup
+ System Monitoring
+ Facilities management
+ Scheduling+ Database
+ SAP
+ Network
+ Web Site Hosting
+ e-sourcing,
+ Treasury system,
+ Brand Image library,
+ e-learning,
+ Back office reporting,
+ Sales force system,
+ Order to cash,
+ Plan to produce,
+ Financial cycles
© 2013 Forrester Research, Inc. Reproduction Prohibited

15. © 2014 Forrester Research, Inc. Reproduction Prohibited 15
50K foot view of the BT Agenda
Customer
journey
Business
capabilities
System
patterns
Technology
portfolio
BT
leadership
Activates
Catalyzes changes
in systems
Consume
resources
Shapes priorities
Delivers outcomes
Systems of:
1.Record
2.Engagement
3.Automation

16. © 2014 Forrester Research, Inc. Reproduction Prohibited
Characterizing Three Classes
Of Software Systems
May 2014 “Brief: Systems Of Engagement Take Center Stage”

17. © 2014 Forrester Research, Inc. Reproduction Prohibited
Systems Of Engagement Directly
Touch Customers
May 2014 “Brief: Systems Of Engagement Take Center Stage”

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50K foot view of the BT Agenda
Customer
journey
Business
capabilities
System
patterns
Technology
portfolio
BT
leadership
Activates
Catalyzes changes
in systems
Consume
resources
Shapes priorities
Delivers outcomes
Systems of:
1.Record
2.Engagement
3.Automation

19. © 2014 Forrester Research, Inc. Reproduction Prohibited 19
Business Technology Supporting CLC
Source: July 29, 2014, “Top Technologies For Your BT Agenda” Forrester report

20. © 2014 Forrester Research, Inc. Reproduction Prohibited 20

21. Application Discovery &
Dependency Mapping

22. › Mean time to resolution is a good Operations KPI
› Mean time to identify
› Mean time to know
› Mean time to fix
› Mean time to verify
MTTI MTTK MTTF MTTV
1. Where Does I&O Waste Time (i.e., Money)?
MTTR
HERE is the
opportunity!

23. F A C T S

24. © 2013 Forrester Research, Inc. Reproduction Prohibited 24
47 %
increase
tickets
volumes
due to
new apps &
systems
Source: HDI Supprt Center Practices & Salary Report 2014

25. Only 35% of support organizations have
adopted problem management .
Source: HDI Supprt Center Practices & Salary Report 2014

26. Only 12% of support centers have
adopted event management.
Source: HDI Supprt Center Practices & Salary Report 2014

27. The Growth Of Applications And Mobile
Apps
› Applications will dominate the market growth
› Mobile app will dominate within

28. Additional Technology Management
Challenges
› Increase in application and infrastructure
complexity
• Decreasing hardware and software costs mean
actually an acceleration in numbers
› Difficulty of administration and support
• Leads to resource allocation to administration and
support rather than strategic projects
• Need to compensate by hiring more people
• IT will quickly reach an unsustainable cost structure

29. Processes and Tools are Interdependent
Tools influence processes
• Tools can be used to automate processes
› Save on resources
• Processes can be enabled by tools
› More accurate and granular information
› Better analysis of information

30. 0 10 20 30 40 50 60
Incident Management
Change Management
Problem Management
Knowledge Management
Asset Management
Service Level Management
Configuration Management
Request Fullfillment
Service Catalog Management
Release & Deployment…
Access Management
Information Security…
Event Management
Business Relationship…
Availability Management
IT Service Cont. Management
Capacity Management
Service Portfolio Management
Financial Management For…
Strategy management For…
Supplier Management
Transition Planning & Support
ITIL Adoption 2014
Percentage of organizations
who have adopted each process
Source: HDI 2014

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Need a more sophisticated
approach

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The Resolution
Business process
Infrastructure
component
Infrastructure
component
Infrastructure
component
Infrastructure
component
Infrastructure
component
Application Application Application
Service-ecosystem dependency models: Application Mapping

33. © 2013 Forrester Research, Inc. Reproduction Prohibited 33
Automated Application Mapping
Component
Discovery
Ecosystem
Service
Model
(Metadata
Repository)
Asset
And
Configuration
Data
Application
Mapping
Component
Data Collection
Discovery of
Application patterns
Mapping of applications
To components

34. Application Mapping = Enabling
Technology
› Release management: check development and production
dependencies
› Configuration and change management: understanding impact
› Compliance and audit trails
› Cost control and charge back
› Infrastructure consolidation
› Disaster recovery site and planning
› IT Operation management: dynamic provisioning, incident
management, service level management, capacity planning,
etc.

35. © 2013 Forrester Research, Inc. Reproduction Prohibited 35
Example: Application to Incident and Problem
Resolution
Application
Network Components Server Components Database Components
Tree Structure
of Network Analysis
Tree Structure
of Server Analysis
Tree Structure
of Database Analysis
Incident management:
Events
Capacity
Performance
End user
complaints

36. © 2013 Forrester Research, Inc. Reproduction Prohibited 36
Example: Application to Incident and Problem
Resolution
Application
Network Components Server Components Database Components
Tree Structure
of Network Analysis
Tree Structure
of Server Analysis
Tree Structure
of Database Analysis
Impact analysis
Triage
Problem management
Component Alerts

37. Conclusion
Service Oriented Management
• Requires a link between business process and
infrastructure: the application service model
• Crosses “Management Domains”
• Is the result of a strategy, not of multiple tactical
initiatives
• Results in business alignment
Processes need to be automatized
• Reduces manual work and allows the shift of resources
• Eliminates human error

38. Thank you
Eveline Oehrlich
eoehrlich@forrester.com

39. Arun Balachandran
Sr. Product Marketing Analyst
ManageEngine
A sneak peek into ManageEngine’s
upcoming ADDM feature

40. 40
Greater Complexity of IT Infrastructure

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 Visualize application interdependencies in complex
environments.
 Quickly estimate the service impact of downtime or failures.
 Expedite application troubleshooting by pinpointing
associated components.
Introduction to ADDM

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 Agentless discovery for easier deployment.
 Uses standard protocols and ports – WMI, SSH, SNMP
 Aid for automatic creation of business service groups.
 Accurate view of infrastructure
 Data can be used as an input to CMDB.
 Currently in beta. GA release targeted for Q3 2015.
ADDM

43. User inputs IP range,
subnets
Adds credentials for relevant
apps and specifies TCP
ports
ADDM runs full discovery
scan across network and
discovers apps & systems
User chooses to create map
of discovered devices and
apps

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New Discovery Wizard

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Depends on the network response time, number of devices
and credentials provided for discovery.
Ideally, for a network of 255 devices with 10 credentials
(inclusive of device and application credentials), discovery
takes around 8 minutes.
Time taken for discovery

46. 46
Discovered Applications and Devices

47. 47
Sample Dependency Map

48. 48
About Applications Manager

49. 49
Q&A – Please Log Questions in the Questions Panel
Find out more about ManageEngine APM solutions
athttp://www.manageengine.com/APM

50. Thanks!
Contact: appmanager-support@manageengine.com
Live Demo: http://demo.appmanager.com
On Twitter: @barun