The document discusses the challenges and solutions in IT operations management within a software-defined environment, emphasizing the need for agility, automation, and service-awareness. Key strategies outlined include visualizing infrastructure, analyzing performance, and optimizing resource usage to support rapid changes in IT infrastructure. Success stories from Verizon and Microsoft demonstrate effective implementation of these practices to enhance customer service and operational efficiency.

1. 1© Copyright 2013 EMC Corporation. All rights reserved.
IT Operations Management for
your new Software-defined World
Challenges and Solutions to Prepare
for the Next Wave of Innovation
Jim Frey, VP of Research, Enterprise Management
Associates, Inc
Tom Hayes, Product Director, EMC

2. 2© Copyright 2013 EMC Corporation. All rights reserved.
Agenda
 Enterprise Management Associates Perspective
 A Poll or Two
 A Way Forward: Visualize, Analyze, Optimize
 Key Takeaways
 Q&A

3. Defining “Software-Defined”
Prime Objective: “Agility”
• Abstract app/service design & delivery away from details of the hosting/delivery
technologies
Slide 3 © 2013 Enterprise Management Associates, Inc.
Scope: All IT Domains
• Compute, Connectivity, Data
Technical Enablers
• Virtualization
• Programmability (APIs)
Macro Catalyst
• Cloud “Transformations”
Key Outcomes
• Transition to Services-Oriented IT
• Software Defined Integrated Infrastructure

4. Software-Defined: Impact on IT Operations
1. Increased Dependence/Demand for Highly Available, High Performing
Infrastructure
2. Loss of Traditional Visibility
• New virtual elements, infrastructure, overlays, topologies, protocols….
3. Increased Velocity, Volume of Change
• vMotion was just the start…..
4. Essential Shift towards
Service Orientation/Awareness
• End User Productivity
• Customer Satisfaction
• Business Impact
Slide 4 © 2013 Enterprise Management Associa

5. 5© Copyright 2013 EMC Corporation. All rights reserved.
Polling Session

6. Software-Defined: Operations Management Priorities
Traditional Best Practices Still Apply!!!
• Engineering and Operations “Must-Haves”
1. Understanding how physical infrastructure supports virtual infrastructure &
applications
2. Automation, to keep up with change
3. Service-awareness, to understand
impact at all times
• Three-Pronged Approach
1. Visualize
2. Analyze
3. Optimize
Slide 6 © 2012 Enterprise Management Associates, Inc.

7. Visualizing the Software-Defined Infrastructure
Requirements:
• Integrated/Converged/Cross-Domain
• Physical + Virtual components
• Comprehensive views + individual/contextual detail
• Availability + Performance
• Moving from break-fix to proactive assurance
• Adaptive / Automatically Keeping Pace with
Change
• Operational agility to match infrastructure agility
Slide 7 © 2012 Enterprise Management Associates, Inc.
Challenge:
Establish sufficiently granular awareness across a highly dynamic,
virtualized environment

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Visualize
• Understand complex, fast-changing
relationships among IT infrastructure
elements, and applications and services
Optimize
• Maximize resources and control costs
with end-to-end performance and
capacity management and reporting
Analyze
• Access availability, performance, and
configuration insights needed to
proactively identify and resolve issues
Storage Network Compute
Applications
Service Assurance
Physical and Virtual/SW-Defined
EMC Service Assurance Suite

9. 9© Copyright 2013 EMC Corporation. All rights reserved.
Visualize: Common Presentation Layer
“Single Pane of Glass” for the Operator

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Visualize: New Watchlist
New Operator Dashboard view
Monitor critical devices at a glance
Notification Summary from
Smarts Notification Manager
Impact Summary from
Group Health Dashboard
Compliance Info and
Change History from NCM

11. Analyzing the Software-Defined Infrastructure
Requirements:
• Understand Relationships
• Between network/server/storage domains
• Between physical and virtual layers
• Recognize importance/relevance of change events and
activities
• Modeling for automated analysis
• Visual presentation for graphical/cognitive analysis
• Impact awareness for prioritization
Slide 11 © 2012 Enterprise Management Associates, Inc.
Challenge:
Process huge volumes of monitoring metrics and indicators to identify
actionable intelligence…..fast!

12. 12© Copyright 2013 EMC Corporation. All rights reserved.
Analyze – Root Cause and Impact
TRADITIONAL MTTR
MTTI MTTF
EMC MTTR
REPAIRED
MTTFMTTI
EMC MTTR
MTTFMTTI
FIND and FIX problems before your users are impacted
POINT OF BUSINESS IMPACT

13. 13© Copyright 2013 EMC Corporation. All rights reserved.

14. 14© Copyright 2013 EMC Corporation. All rights reserved.
Storage
SAN
Switches
ESX
Server
Applications
VMs
• Lost connectivity from
one of HBAs to SAN
switch,
• Redundancy is
reduced,
• Is there an impact to
the applications?
Example: Server Lost Redundancy to Storage Array
Automating the understanding the Issue and the Impact

15. 15© Copyright 2013 EMC Corporation. All rights reserved.

16. 16© Copyright 2013 EMC Corporation. All rights reserved.

17. 17© Copyright 2013 EMC Corporation. All rights reserved.

18. 18© Copyright 2013 EMC Corporation. All rights reserved.
Analyze - Configuration Management
• Manage configuration
changes and updates
across the infrastructure
• Complements and
enhances root-cause
analysis
• Automated remediation
and device updates
COMPUTE
NETWORK
STORAGE

19. Optimizing the Software-Defined Infrastructure
Requirements:
• Understand Usage – Expected vs. Unexpected
• Assess Impact & Success of New
Apps/Services/Technologies
• Prior state
• Pilot deployment
• Production rollout
• Share Operational Insights
• Dashboards, Portals, and Reports
• Cross-team, cross-org collaborative communications
Slide 19 © 2012 Enterprise Management Associates, Inc.
Challenge:
Continuously improve success throughout the lifecycle – planning,
deployment, and ongoing operations

20. 20© Copyright 2013 EMC Corporation. All rights reserved.
• Associate costs to resources
• Leverage Cloud Services Catalog
• Integrate with Enterprise CMDB
• Real-time resource utilization
reports
• Scheduled views delivered
automatically to BUs, Customers
Optimize – Performance Analysis and Reporting
Real-time SLAs/KPIs/KQIs, Chargeback/Showback

21. 21© Copyright 2013 EMC Corporation. All rights reserved.
Customer Success: Verizon
Customer Profile Success Story
Industry: Service Provider
Businesses: Verizon provides
superior broadband, video,
wireless and wireline services to
consumers, businesses,
governments and wholesale
customers across the globe.
Location: NY, NY
Using EMC Infrastructure
management to provide industry-
leading, time-to-repair, service-
level agreements (SLAs) to
customers in more than 2,700
cities and 150 countries.
Achieving exceptional levels of network availability and
performance required Verizon Business to take a new
approach to network management. The company needed to
move beyond traditional event management and began
looking for a new solution that offered both root-cause
analysis and a platform for advanced automation.
Highlights:
• Multi vendor, multi technology environment
• More than 1000 networks under management
• Delivering the levels of network availability and
performance their customers demand
Results:
• 99.7 percent of alarms can be identified in real
time
• Consistently meeting industry-leading SLAs
• Reassigned 75% of NOC staff (2x efficiency
gain)

22. 22© Copyright 2013 EMC Corporation. All rights reserved.
Customer Profile Success Story
Industry: Application Software
Businesses: Microsoft
Corporation is the leading
provider of software, services
and solutions to businesses and
consumers worldwide.
Location: Redmond, WA
Using EMC Infrastructure
management to identify the root
cause of issues 80% faster, and
exceed service-level agreements
(SLAs) to their customers.
Microsoft IT is the linchpin in ensuring a superlative
customer experience for over 90 thousand employees. These
users depend on the availability and performance of the
Microsoft network. EMC Service Assurance enables Microsoft
IT to identify and act rapidly on network issues that can
threaten customer satisfaction, and make informed decisions
under dynamic business conditions.
Highlights:
• EMC Service Assurance integrates with
Microsoft System Center to provide a complete
management solution
• Using EMC Service Assurance to manage over
850,000 network ports, 100,000 servers, 55
petabytes of storage
Results:
• Maximized user experience
• Informed planning decisions
• Substantial alarm reduction

23. 23© Copyright 2013 EMC Corporation. All rights reserved.
Polling Session

24. EMA Key Takeaways: IT Operations for the Software-
Defined World
Extend Established/Proven Best Practices
• Expand/Deepen Visibility to cover combined
physical/virtual world
• Apply Analysis to accelerate root cause findings based on
context and relationships
• Seek Optimization across the full lifecycle to plan ahead,
understand impact of change, and collaborate throughout
• Leverage Automation to keep pace with change in
configurations and relationships
Slide 24 © 2013 Enterprise Management Associates, Inc.

25. 25© Copyright 2013 EMC Corporation. All rights reserved.
Additional Resources
 EMA Video: Proactive Management and the EMC Service Assurance Suite:
http://youtu.be/0-8Mcox9zj4
 EMA Video: Solving Cross-Domain Management Problems Using EMC Service
Assurance Suite: http://youtu.be/AiJrDsfX5Ck
 EMA Video: Service Assurance Management Challenges and the EMC Service
Assurance Suite: http://youtu.be/Y9E5LJeU79I
 CompuCom Video: How CompuCom Systems Leverages the EMC Service
Assurance Suite to Deliver Value to Customers: http://youtu.be/uGxfDDfAOPw
 Service Assurance Weekly webcast:
http://campaigns.emcionix.com/ServiceAssurance?source=Eloqua&elq=%3csp
an%20class=eloquaemail%3erecipientid%3c/span%3e
 Service Assurance Suite web page: http://emc.com/sa