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ITIL in Action at the ITSM16 Conference
- 2. Overview • Service Management Reporting • Our methodology • A walk through the process • Benefits of this approach • What did we learn?
- 3. IT Configuration Site 1 Site 2 Geo-Clustering & Site Recovery Manager
- 5. RG Solutions CPU Memory Process RG Solutions Agent Logs Disk Network RG Solutions Performance DB
- 6. How this is delivered Monthly Report Daily Report Management Report Resiliency Report Quarterly Meeting
- 7. Monthly Report Sections Service Level Reporting Business Management Capacity Management Service Continuity Availability
- 9. Service Level Management Monthly Report Service Level Reporting
- 10. Batch Turnaround Monthly Report Service Level Reporting 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 01/09/2016 02/09/2016 03/09/2016 04/09/2016 05/09/2016 06/09/2016 07/09/2016 08/09/2016 09/09/2016 10/09/2016 11/09/2016 12/09/2016 13/09/2016 14/09/2016 15/09/2016 16/09/2016 17/09/2016 18/09/2016 19/09/2016 20/09/2016 21/09/2016 22/09/2016 23/09/2016 24/09/2016 25/09/2016 26/09/2016 27/09/2016 28/09/2016 29/09/2016 30/09/2016 %ofBatchWindowUsed Core Systems Daily Batch Delay % Batch Elapsed %
- 11. Month End Turnaround Monthly Report Service Level Reporting 4:00:00PM 5:00:00PM 6:00:00PM 7:00:00PM 8:00:00PM 9:00:00PM 10:00:00PM 11:00:00PM 12:00:00AM 1:00:00AM 2:00:00AM 3:00:00AM 4:00:00AM 5:00:00AM 6:00:00AM 7:00:00AM 8:00:00AM 9:00:00AM 10:00:00AM 11:00:00AM Apr-16 May-16 Jun-16 Jul-16 Aug-16 Sep-16 DLY Batch DLY Batch DLY Batch DLY Batch DLY Batch DLY Batch ME Batch ME Batch ME Batch ME Batch ME Batch ME Batch Core Systems Month End Batch Runs Mid Week Batch End Deadline
- 12. Transaction Count Annual Trend Monthly Report Business Management
- 13. Transaction Count by Application Monthly Report Business Management
- 14. Transaction Count by Application Trend Monthly Report Business Management
- 15. Daily CPU Usage Trend Monthly Report Business Management
- 16. Online Capacity Monthly Report Capacity Management System Peak % Peak Date Peak Time Online Capacity (%) CoreSystem01 38.23 19/09/2016 11:00 20.85 CoreSystem02 10.30 26/09/2016 10:00 9.97 ExchCas0 20.92 21/09/2016 10:00 17.80 ExchCas1 14.69 27/09/2016 11:00 14.36 ExchMB0 65.02 28/09/2016 10:00 44.50 ExchMB1 60.34 20/09/2016 10:00 54.65 Treasury01 62.91 26/09/2016 16:00 62.70 Treasury02 52.34 08/09/2016 10:00 39.28 SQL01 23.12 09/09/2016 13:00 15.73 SQL01 31.22 20/09/2016 18:00 28.91 Datawarehouse01 51.21 14/09/2016 19:00 46.05 Datawarehouse02 58.30 28/09/2016 16:00 46.57 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% CoreSystem01 CoreSystem02 ExchCAS0 ExchCAS1 ExchMB0 ExchMB1 Treasury01 Treasury02 SQL01 SQL02 Datawarehouse01 Datawarehouse02 Online Capacity Core Systems Cluster Treasury Cluster Datawarehouse Cluster ExchMB Cluster ExchCAS Cluster SQL Cluster
- 17. Online Capacity History Monthly Report Capacity Management 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15 Nov-15 Dec-15 Jan-16 Feb-16 Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Sep-16 Online Capacity Trend for CoreSystem01 Online Capacity
- 18. Batch Capacity Monthly Report Capacity Management 0:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 9:00 10:00 11:00 12:00 01/09/2016 02/09/2016 03/09/2016 04/09/2016 05/09/2016 06/09/2016 07/09/2016 08/09/2016 09/09/2016 10/09/2016 11/09/2016 12/09/2016 13/09/2016 14/09/2016 15/09/2016 16/09/2016 17/09/2016 18/09/2016 19/09/2016 20/09/2016 21/09/2016 22/09/2016 23/09/2016 24/09/2016 25/09/2016 26/09/2016 27/09/2016 28/09/2016 29/09/2016 30/09/2016 BatchWindowUsed Core Systems Daily Batch Processing Capacity (Batch window = 22:00 to 08:00 / 20:00 to 08:00 for mid week month end) Delay to Batch Start Daily Batch Elapsed Time
- 19. Critical Batch Flow Monthly Report Capacity Management
- 20. Disk Occupancy Volatility Monthly Report Capacity Management 0 10 20 30 40 50 60 70 80 90 100 B: C: D: E: F: G: H: I: J: K: L: M: N: O: R: S: T: U: V: W: X: DiskOccupancyRange(MinMax%) Core System 01 Occupancy (End of the Month) Occupancy (Start of the Month)
- 21. Memory Usage Monthly Report Capacity Management
- 22. Online Failover Risk Monthly Report Service Continuity 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Core Systems ExchCAS ExchMB SQL01 Treasury Datawarehouse Online Capacity (Please reter to the Definitions section for online service times) 32 CPU's 32 CPU's8 CPU's8 CPU's 32 CPU's20 CPU's
- 23. Cluster Failover Risk Cluster Risk Potential Duration of Service Impact Core Systems ExchCAS ExchMB Monthly Report Service Continuity
- 24. Service Availability System Name Availability % Server Downtime Timings Core System 01 99.77 The system was taken down on Thursday 19th May at about 12:30. From 13:00 to 13:10 the system was up for 4 minutes and was then taken down again. As of about 13:07, the system was back up for the rest of the day. SQL01 99.94 The system was taken down on Wednesday 4th May at 19:10. The system was back up at about 19:19. SQL02 99.77 The system was taken down on Thursday 19th May at about 11:10. From 11:40 to 11:50 the system was up for about 5 minutes and was then taken down again. As of about 11:55, the system was back up for the rest of the day. System Name Online Availability % SBS Online Service 100 Monthly Report Availability 95 96 97 98 99 100 Core Online Service Core System 01 Core System 02 ExchCAS0 ExchCAS1 ExchMB0 ExchMB1 SQL01 SQL02 Treasury01 Treasury02 Datawarehouse01 Datawarehouse02 Service and Server Online Availability
- 26. Management Report Management Report Core System 01 Processor Trend Memory Trend Disk Trend Current Month Indicator 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Apr May Jun Jul Aug Sep 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Apr May Jun Jul Aug Sep 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Apr May Jun Jul Aug Sep
- 27. Resiliency Report Resiliency Report Window Servers - Failover Capacity Core Systems Datawarehouse ExchCAS ExchMB SQL Treasury 19% 31% 25% 83% 17% 15%
- 28. Service Management Reporting Monthly Report Daily Report Management Report Resiliency Report Quarterly Meeting
- 29. Benefits • ITIL advantages • Stability, high utilisation • Reassures board and auditors • Early warning on issues • Staff training
- 30. Working with Supplier • Trusted partner/flexibility • 25 year relationship • Historical focus on client requirements • Expertise with no dedicated resource • Beware complacency • Dependency risk • Costs/budgets
- 31. What did we learn? • ITIL framework works well • Report to the Business, not IT • Check accuracy of management reports • Ensure continuous improvement • Open door on new reports
- 32. Questions Thank You for Listening Do you have any Questions?
- 33. ITSMF UK Premier Gate, Easthampstead Road, Bracknell, RG12 1JS, United Kingdom Tel: +44 (0) 118 918 6500 | Web: www.itsmf.co.uk
Editor's Notes
- ITIL in action at Skipton Building Society My name is Chris Brown and I work for Computer Performance International, that’s CPI for short. I came along to the ITSM conference for the first time last year and liked what I heard and the people I met. Listening to the presentations, I thought, wouldn’t it be good to talk about our experiences with Service Delivery Reporting at the Skipton Building Society. So, at our next quarterly meeting at Skipton, I asked my opposite number, Colin, who is the Service Operations Manager at Skipton, if he would like to do a joint presentation. I am pleased to find that Colin was as keen to do this as I was and here we are. My name is Colin McMahon and I have been working in IT Service Management roles for over 30 years at Skipton. I have an ITIL v2 Manager qualification, bridged to ITIL v3 Expert. We have contracted CPI to provide Capacity Management software and services for 25 years. Back in 2006, we asked CPI to structure our reporting in line with the ITIL standard, which has recently helped us with our latest reporting requirements. Preparing the presentation has been an experience for both of us with some surprises and we hope you will find this as interesting as we did.
- Overview – Chris Ensure Skipton provides Quality, Cost-Effective Service How we have Approached This A detailed walk through of how this works Pros and Cons of this approach What we have learned
- IT Configuration - Colin 2 Physical Sites Active/Active 63 Physical Cisco UCS blade Servers 24 ESX hosts + Windows Native 543 virtual servers – VMWare 5.5 + 6 Windows Server 2008 and 2012 EMC Vmax arrays 300TB raw at each site, sync replication 0 RPO Local and geographical windows clustering Site Recovery Manager + Vmotion for VMWare
- What CPI Provides - Colin Monthly & Daily Reports Windows & Vmware Hypervisor, focus on Windows Use ITIL2 Service Delivery Framework from Skipton Skipton SM aligned with ITIL principles in 2006/7 Tailored to Skipton Requirements. Aids dialog and provides MI to Development, Operations, DBA, Audit & IT Risk Online Browse for Detailed Analysis. Capacity Planning Expertise & Ad Hoc Reports (before and after move to UCS)
- RG Solutions – Chris RG Solutions product accumulates long term data Standard interfaces – Windows Objects & Counters Data from logs for application & transactions. Daily downloaded & import Generates Service Management reports Browse using Explorer style interface
- How this is delivered - Colin The monthly report – the key report – issues highlighted , management summary Daily Report supplements monthly – short term trends – 14 days rolling view Management report for monthly Capacity Management meeting delivered to quarterly Capacity Planning meeting Resiliency Report is for Key Risk (DR) monthly report – used as part of monthly Board reporting process. Quarterly meetings – business update; report enhancements; process review; training; continuous improvement enabler
- Monthly Report Sections - Chris Initially Sceptical, Technical, Capacity The monthly report follows the ITIL2 Service Delivery structure. Service Levels Business Management Capacity Management Service Continuity Availability
- The Monthly Report - Colin Received in the first week of the month covering the previous month. Circulated to Management & Technical teams Graphics avoid jargon, easy to read An aid for IT dialogue with the Business. Pdf format for printing/mobile device viewing Target is 30 minutes to digest Important Notes linked report Allows Quick Review - Initial Analysis completed by CPI
- Service Level Management - Colin This is the Service Level Management section of the Monthly Report Skipton is an online business, focus is response times Shows % of transaction response time < 1 second duration over the last 12 months. Business / logical transactions as captured in the application code Used by IT management Monitor the trend of response times Give a flavour of colleague experience using the services Highlighting issues. Consistency of response time from month to month important. See improvement after hardware refresh in January.90-91 to 95-96%
- Batch Turnaround – Colin Batch is – update of systems Designed and allocated to run in a certain order to produce business reports, apply interest to accounts, extract files, letters and statements and cheques for customers. Reports split into parallel flows, shortest run time, no impact on next online day Critical Overnight batch turnaround for each day of month as % of Window Constrained by increasing online availability requirement 22:00 and 08:00 Some online channels are coded to work during batch , some not, branches and call centre not. Blanks are delays or backups at start
- Month End Turnaround – Chris Financial Systems monthly cycle, heavy month end batch. 6 month trend from 20:00 to 08:00. Daily batch followed by month end. The gap is to move data to data warehouse systems. ME – split into inquiry and updates Inquiry runs against a separate database for parallel Update used to produce statements, investment account year ends etc. Mid-week month-ends critical, 2 hours early at 20:00.
- Transaction Count Annual Trend – Chris We now move to Business Management section. Business growth transaction count rolling 13 months for year on year comparisons Shows growth trend and comparison with last year. Used by IT management and Business managers in monthly MI packs produced by IT. This chart does tend to follow business April is ISA year end spike – ISA’s arrive from other providers, also transferred out plus new account opened
- Transaction Count by Application – Chris Breakdown of major transaction types Online Mortgages Online Savings Core Systems – Central backend system, referred to as Enterprise by the business Background Worker – initiated from the online system to complete background tasks such as letter production.
- Transaction Count by Application Trend - Colin 3 month by week trend for each application. 1 chart for each of 4 types. 3 month by week trend for each application; 1 chart for each of 4 types. Used by IT Managers Background Worker Time neutral policy for developers making changes to batch Developers identified tasks that would normally be run using additional batch reports, setup of workflow tasks. Coded to kick in at specific times or specific events e.g. Rate changes - first one for over 7 years Used the background workers of the online system Produced additional transaction logs that took extended time to replay into the data warehouse Whilst issue was identified , CPI report contributed to Problem Management investigation and feedback to the developers
- Daily CPU Usage Trend – Chris These are thumbnail charts for repetitive at-a-glance reports. CPU daily online % usage, rolling 3 months, one for each server. Identify weekdays, Sat, Sun, Monday peak. These show any significant changes and short term trends. Used by Server Support team to escalate to Management team. Story with svchost problem last year? These are Average not Peak, not for Capacity Planning purposes
- Online Capacity – Chris This is Capacity Management Section This is a key chart -how full are servers during online. Used by Capacity Planning team Calculate Capacity each hour of month out of 80% max We take Peak online & 95th %ile Chart Grouped by failover Cluster for 12 key servers Use 95th %ile as Capacity for Planning Peak vs %ile shows stability
- Online Capacity History – Colin Trend of Online capacity trend, 1 chart for each server Out of Capacity in December 2015 January hardware refresh, move to UCS servers
- Batch Capacity - Chris Similar to chart in Service Management section. Used by Capacity Planning Batch end time for each day of month. Elapsed time during10 hour overnight for critical batch run. Includes contingency time of 2 hours.
- Critical Batch Flow - Chris Aim is to run as many processes in parallel. Used by Operations Scheduling/Developers Visualise Batch flow Covers 21:00 – 02:00 with list of batch processes This is Critical Batch flow for longest run Highlights Gaps & Candidates for improvement Presentation identified new report required
- Disk Occupancy Volatility – Colin Identifies disks that becoming full on month by month basis. Shows range of disk occupancy across the month, volatility. Growth, green line indicates the start of the month, dark blue line end of month. One chart for each server Used by Database team and Infrastructure team. Anything more than 90% at end of month highlighted in Important Notes
- Memory Usage - Chris Used by Database & Infrastructure teams Thumbnail charts, 1 for each server, daily peak memory usage for rolling 3 months. Shows memory trends in case these become critical. Can change dramatically, showing failover or memory issues. This example shows a cluster failover at the end of September.
- Cluster Failover Risk – Chris This is Service Continuity Section Used by IT Management Highlights Failover Risk Combined Capacity for Online Failover Peak Hour, out of 80% ExchMB critical, Treasury warning Validated by ad-hoc reports during failovers
- Cluster Failover Risk – Colin Used by technical teams, visual indication to IT management. Green is less than 80%, Yellow less than 100% and Red over 100%. Quantifies risk (number of hours). Visual indication to IT management. Green < 80%, Yellow < 100% and Red > 100%. Quantifies risk (number of hours). Exchange Action Plan Based on 80% usage Increased VCPUs from 4 to 8 Increased memory Updated Drivers Planning move to dedicated Datastores
- Service Availability – Chris Finally, the Availability Section Service Availability now major focus, direct customer impact Used by IT Management This chart shows both Service and Server Availability. Blue lines are Windows Availability Service availability is application uptime and active transactions. Shows 100% online Service availability with failed over server. This illustrates the effectiveness of the cluster failover Disaster Recovery strategy. That completes the 5 sections of the Monthly report.
- Daily Report - Chris Used by Operations Support team, displayed on wall board. At-a-glance to see is everything was OK yesterday. Rolling 14 days shows trends including weekends. Thumbnail for each server, processor and memory. See Core System, Monday exception. Use online browse to investigate
- Management Report - Colin Management report for monthly Capacity Management Meeting with Service SME’s Used for key risk reporting commentary Feeds into quarterly Capacity Management Meeting with senior IT managers including those responsible for Capacity Planning. At server cluster level and key individual servers, rolling 6 months Is any resource critical in need of expenditure? Used to justify Core Server
- Resiliency Report – Colin Introduced recently as part of specific Key Risk Indicators for Skipton’s senior business management. Resiliency monthly management report checks critical resources for DR failover 4 traffic lights to reflect KRI Board reporting, based on 80% and combined
- Quarterly Meeting - Chris Essential for Continuous Improvement Additions/changes to reports. Outstanding issues future plans, upgrades Examples: Disk Volatility, Resiliency Can be difficult to schedule
- Benefits - Colin ITIL framework – Proved its case – recent Audit and Risk Comprehensive, Well Defined, Industry Standard The target is stable, high utilisation within capacities/targets. Reassures auditors, Skipton’s board they are getting good value for money for equipment with low risk. Highlighted Core System needed upgrade Highlighted Exchange under-configurations Monthly reports useful for New Staff Training
- Working with Supplier – Colin Trusted Partner – show Flexibility on requests and requirements 25 years relationship Historical focus on Skipton requirements Expertise, including experience of best practice from other financial institutions Beware Complacency – focus and services change over time Make sure its widely read and get feedback on improvements or relevance No dedicated resource required but creates a dependency risk Cost associated with service; challenged during budget planning
- What did we learn - Chris ITIL Framework works for Skipton Address reporting to the Business, not IT Always check Management Reports Regular meetings ensure Continuous Improvement If you hear of a requirement, include a report Check it works for the requestor
- 33. Any Questions? Thank you for Listening In preparing presentation: Colin: Have revaluated reporting including contents, who reads it and defined current benefits to business. Chris: Have improved our perception of Skipton’s requirements and have found new ways to improve our services Do you have any questions?