SlideShare a Scribd company logo
ITIL in action
Overview
• Service Management Reporting
• Our methodology
• A walk through the process
• Benefits of this approach
• What did we learn?
IT Configuration
Site 1 Site 2
Geo-Clustering & Site Recovery Manager
What CPI Provides
RG Solutions
CPU Memory Process
RG Solutions Agent
Logs
Disk Network
RG Solutions
Performance DB
How this is delivered
Monthly Report
Daily Report
Management Report
Resiliency Report
Quarterly Meeting
Monthly Report Sections
Service Level Reporting
Business Management
Capacity Management
Service Continuity
Availability
The Monthly Report
Service Level Management
Monthly Report Service Level Reporting
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 %
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
Transaction Count Annual Trend
Monthly Report Business Management
Transaction Count by Application
Monthly Report Business Management
Transaction Count by Application Trend
Monthly Report Business Management
Daily CPU Usage Trend
Monthly Report Business Management
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
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
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
Critical Batch Flow
Monthly Report Capacity Management
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)
Memory Usage
Monthly Report Capacity Management
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
Cluster Failover Risk
Cluster Risk Potential Duration of Service Impact
Core Systems
ExchCAS
ExchMB
Monthly Report Service Continuity
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
Daily Report
Daily Report
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
Resiliency Report
Resiliency Report
Window Servers - Failover Capacity
Core Systems Datawarehouse ExchCAS ExchMB SQL Treasury
19% 31% 25% 83% 17% 15%
Service Management Reporting
Monthly Report
Daily Report
Management Report
Resiliency Report
Quarterly Meeting
Benefits
• ITIL advantages
• Stability, high utilisation
• Reassures board and auditors
• Early warning on issues
• Staff training
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
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
Questions
Thank You for Listening
Do you have any Questions?
ITSMF UK
Premier Gate, Easthampstead Road, Bracknell,
RG12 1JS, United Kingdom
Tel: +44 (0) 118 918 6500 | Web: www.itsmf.co.uk

More Related Content

Similar to ITIL in Action at the ITSM16 Conference

CognitiveAnalyticsWithSparkAndZeppelinMeetup-v0.2
CognitiveAnalyticsWithSparkAndZeppelinMeetup-v0.2CognitiveAnalyticsWithSparkAndZeppelinMeetup-v0.2
CognitiveAnalyticsWithSparkAndZeppelinMeetup-v0.2
sundararavind
 
Software Development And Delivery Metrics That Matter
Software Development And Delivery Metrics That MatterSoftware Development And Delivery Metrics That Matter
Software Development And Delivery Metrics That Matter
William Simms
 
PSCG Kaizen Presentation CBR6223
PSCG Kaizen Presentation CBR6223PSCG Kaizen Presentation CBR6223
PSCG Kaizen Presentation CBR6223
Carl Briggs
 

Similar to ITIL in Action at the ITSM16 Conference (20)

Development of a Distributed Stream Processing System
Development of a Distributed Stream Processing SystemDevelopment of a Distributed Stream Processing System
Development of a Distributed Stream Processing System
 
Monitor SharePoint Performance with SysKit
Monitor SharePoint Performance with SysKitMonitor SharePoint Performance with SysKit
Monitor SharePoint Performance with SysKit
 
Travel_Time_Reliability
Travel_Time_ReliabilityTravel_Time_Reliability
Travel_Time_Reliability
 
Can Big Data Change the Translation Industry?
Can Big Data Change the Translation Industry?Can Big Data Change the Translation Industry?
Can Big Data Change the Translation Industry?
 
Ebay: DB Capacity planning at eBay
Ebay: DB Capacity planning at eBayEbay: DB Capacity planning at eBay
Ebay: DB Capacity planning at eBay
 
BMC Workload Automation 2014 Survey
BMC Workload Automation 2014 SurveyBMC Workload Automation 2014 Survey
BMC Workload Automation 2014 Survey
 
BMC Workload Automation 2014 Survey
BMC Workload Automation 2014 SurveyBMC Workload Automation 2014 Survey
BMC Workload Automation 2014 Survey
 
CognitiveAnalyticsWithSparkAndZeppelinMeetup-v0.2
CognitiveAnalyticsWithSparkAndZeppelinMeetup-v0.2CognitiveAnalyticsWithSparkAndZeppelinMeetup-v0.2
CognitiveAnalyticsWithSparkAndZeppelinMeetup-v0.2
 
The Machine Learning behind the Autonomous Database ILOUG Feb 2020
The Machine Learning behind the Autonomous Database   ILOUG Feb 2020 The Machine Learning behind the Autonomous Database   ILOUG Feb 2020
The Machine Learning behind the Autonomous Database ILOUG Feb 2020
 
Cassandra Performance Tuning Like You've Been Doing It for Ten Years
Cassandra Performance Tuning Like You've Been Doing It for Ten YearsCassandra Performance Tuning Like You've Been Doing It for Ten Years
Cassandra Performance Tuning Like You've Been Doing It for Ten Years
 
An In-Depth Look at SAP SQL Anywhere Performance Features
An In-Depth Look at SAP SQL Anywhere Performance FeaturesAn In-Depth Look at SAP SQL Anywhere Performance Features
An In-Depth Look at SAP SQL Anywhere Performance Features
 
Business Case Calculator for DevOps Initiatives - Leading credit card service...
Business Case Calculator for DevOps Initiatives - Leading credit card service...Business Case Calculator for DevOps Initiatives - Leading credit card service...
Business Case Calculator for DevOps Initiatives - Leading credit card service...
 
Machine Learning in the IoT with Apache NiFi
Machine Learning in the IoT with Apache NiFiMachine Learning in the IoT with Apache NiFi
Machine Learning in the IoT with Apache NiFi
 
Cost savings and expert system advice with athene ES/1
Cost savings and expert system advice with athene ES/1 Cost savings and expert system advice with athene ES/1
Cost savings and expert system advice with athene ES/1
 
SharePoint Always-On Deployment
SharePoint Always-On DeploymentSharePoint Always-On Deployment
SharePoint Always-On Deployment
 
Quality Control PowerPoint Presentation Slides
Quality Control PowerPoint Presentation Slides Quality Control PowerPoint Presentation Slides
Quality Control PowerPoint Presentation Slides
 
Software Development And Delivery Metrics That Matter
Software Development And Delivery Metrics That MatterSoftware Development And Delivery Metrics That Matter
Software Development And Delivery Metrics That Matter
 
Agile conference 2013
Agile conference 2013Agile conference 2013
Agile conference 2013
 
Population Stability Index(PSI) for Big Data World
Population Stability Index(PSI) for Big Data WorldPopulation Stability Index(PSI) for Big Data World
Population Stability Index(PSI) for Big Data World
 
PSCG Kaizen Presentation CBR6223
PSCG Kaizen Presentation CBR6223PSCG Kaizen Presentation CBR6223
PSCG Kaizen Presentation CBR6223
 

Recently uploaded

Exploratory Data Analysis - Dilip S.pptx
Exploratory Data Analysis - Dilip S.pptxExploratory Data Analysis - Dilip S.pptx
Exploratory Data Analysis - Dilip S.pptx
DilipVasan
 
Investigate & Recover / StarCompliance.io / Crypto_Crimes
Investigate & Recover / StarCompliance.io / Crypto_CrimesInvestigate & Recover / StarCompliance.io / Crypto_Crimes
Investigate & Recover / StarCompliance.io / Crypto_Crimes
StarCompliance.io
 
Machine Learning For Career Growth..pptx
Machine Learning For Career Growth..pptxMachine Learning For Career Growth..pptx
Machine Learning For Career Growth..pptx
benishzehra469
 

Recently uploaded (20)

basics of data science with application areas.pdf
basics of data science with application areas.pdfbasics of data science with application areas.pdf
basics of data science with application areas.pdf
 
Exploratory Data Analysis - Dilip S.pptx
Exploratory Data Analysis - Dilip S.pptxExploratory Data Analysis - Dilip S.pptx
Exploratory Data Analysis - Dilip S.pptx
 
社内勉強会資料_LLM Agents                              .
社内勉強会資料_LLM Agents                              .社内勉強会資料_LLM Agents                              .
社内勉強会資料_LLM Agents                              .
 
Jpolillo Amazon PPC - Bid Optimization Sample
Jpolillo Amazon PPC - Bid Optimization SampleJpolillo Amazon PPC - Bid Optimization Sample
Jpolillo Amazon PPC - Bid Optimization Sample
 
2024-05-14 - Tableau User Group - TC24 Hot Topics - Tableau Pulse and Einstei...
2024-05-14 - Tableau User Group - TC24 Hot Topics - Tableau Pulse and Einstei...2024-05-14 - Tableau User Group - TC24 Hot Topics - Tableau Pulse and Einstei...
2024-05-14 - Tableau User Group - TC24 Hot Topics - Tableau Pulse and Einstei...
 
Artificial_General_Intelligence__storm_gen_article.pdf
Artificial_General_Intelligence__storm_gen_article.pdfArtificial_General_Intelligence__storm_gen_article.pdf
Artificial_General_Intelligence__storm_gen_article.pdf
 
2024 Q2 Orange County (CA) Tableau User Group Meeting
2024 Q2 Orange County (CA) Tableau User Group Meeting2024 Q2 Orange County (CA) Tableau User Group Meeting
2024 Q2 Orange County (CA) Tableau User Group Meeting
 
Using PDB Relocation to Move a Single PDB to Another Existing CDB
Using PDB Relocation to Move a Single PDB to Another Existing CDBUsing PDB Relocation to Move a Single PDB to Another Existing CDB
Using PDB Relocation to Move a Single PDB to Another Existing CDB
 
Supply chain analytics to combat the effects of Ukraine-Russia-conflict
Supply chain analytics to combat the effects of Ukraine-Russia-conflictSupply chain analytics to combat the effects of Ukraine-Russia-conflict
Supply chain analytics to combat the effects of Ukraine-Russia-conflict
 
2024 Q1 Tableau User Group Leader Quarterly Call
2024 Q1 Tableau User Group Leader Quarterly Call2024 Q1 Tableau User Group Leader Quarterly Call
2024 Q1 Tableau User Group Leader Quarterly Call
 
Webinar One View, Multiple Systems No-Code Integration of Salesforce and ERPs
Webinar One View, Multiple Systems No-Code Integration of Salesforce and ERPsWebinar One View, Multiple Systems No-Code Integration of Salesforce and ERPs
Webinar One View, Multiple Systems No-Code Integration of Salesforce and ERPs
 
How can I successfully sell my pi coins in Philippines?
How can I successfully sell my pi coins in Philippines?How can I successfully sell my pi coins in Philippines?
How can I successfully sell my pi coins in Philippines?
 
Investigate & Recover / StarCompliance.io / Crypto_Crimes
Investigate & Recover / StarCompliance.io / Crypto_CrimesInvestigate & Recover / StarCompliance.io / Crypto_Crimes
Investigate & Recover / StarCompliance.io / Crypto_Crimes
 
AI Imagen for data-storytelling Infographics.pdf
AI Imagen for data-storytelling Infographics.pdfAI Imagen for data-storytelling Infographics.pdf
AI Imagen for data-storytelling Infographics.pdf
 
Innovative Methods in Media and Communication Research by Sebastian Kubitschk...
Innovative Methods in Media and Communication Research by Sebastian Kubitschk...Innovative Methods in Media and Communication Research by Sebastian Kubitschk...
Innovative Methods in Media and Communication Research by Sebastian Kubitschk...
 
Machine Learning For Career Growth..pptx
Machine Learning For Career Growth..pptxMachine Learning For Career Growth..pptx
Machine Learning For Career Growth..pptx
 
Pre-ProductionImproveddsfjgndflghtgg.pptx
Pre-ProductionImproveddsfjgndflghtgg.pptxPre-ProductionImproveddsfjgndflghtgg.pptx
Pre-ProductionImproveddsfjgndflghtgg.pptx
 
Slip-and-fall Injuries: Top Workers' Comp Claims
Slip-and-fall Injuries: Top Workers' Comp ClaimsSlip-and-fall Injuries: Top Workers' Comp Claims
Slip-and-fall Injuries: Top Workers' Comp Claims
 
how can i exchange pi coins for others currency like Bitcoin
how can i exchange pi coins for others currency like Bitcoinhow can i exchange pi coins for others currency like Bitcoin
how can i exchange pi coins for others currency like Bitcoin
 
Tabula.io Cheatsheet: automate your data workflows
Tabula.io Cheatsheet: automate your data workflowsTabula.io Cheatsheet: automate your data workflows
Tabula.io Cheatsheet: automate your data workflows
 

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

  1. 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.
  2. 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
  3. 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
  4. 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)
  5. 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
  6. 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
  7. 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
  8. 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
  9. 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%
  10. 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
  11. 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.
  12. 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
  13. 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.
  14. 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
  15. 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
  16. 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
  17. 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
  18. 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.
  19. 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
  20. 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
  21. 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.
  22. 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
  23. 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
  24. 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.
  25. 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
  26. 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
  27. 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
  28. 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
  29. 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
  30. 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
  31. 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
  32. 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?