In today's increasingly digital world, IT systems and services have become essential for business operations. For customers with IBM Z or IBM I systems that handle business-critical workloads, downtime, even for a short period, can have a significant impact on productivity, revenue, and customer satisfaction. Therefore, it is crucial for these businesses to implement effective IT operations management strategies to minimize downtime and ensure the smooth functioning of their IT infrastructure. Investing in IT operations management (ITOM) tools that provide centralized visibility and control over IT infrastructure can help you monitor, manage, and optimize IT resources. This can significantly reduce the risk of downtime, improve IT service availability, and enhance overall IT operations efficiency. Join us for this webcast to hear about: • The importance of IT Operations Management • The role of ITOM tools • Common causes of downtime • Strategies for preventing downtime

1. Preventing
Downtime with
Better IT Operations
Management
Bill Hammond | Director, Product Marketing
Ian Hartley | Senior Director, Product Management

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3. Today’s topics
• Defining IT operations management
• The impact of downtime
• Preventing downtime
• How Precisely can help
• The real-world challenge
• Q & A

4. IT operations management

5. ServiceNow-https://www.servicenow.com/products/it-operations-management/what-is-itom.html
5
IT operations management
(ITOM) is the management
and strategic approach to
planning, building, and
operating digital services,
technology, components,
and application requirements
in organizations.
What is
IT operations
management?

6. ITOM Functions
NETWORK INFRASTRUCTURE
MANAGEMENT
HELP DESK
SERVER AND DEVICE
MANAGEMENT
Includes the equipment that is
needed to provide external and
internal communications for an
organization—this includes
setting up remote access
networks, regulating
communication with external
servers via firewalls, maintaining
network security, and managing
an internal telephone system.
TOM encompasses services and
service issues that come from
machines, such as servers,
networking, and VMs. IT
operations managers are
responsible for communicating
information about incidents,
managing data back-ups,
implementing disaster recovery
plans, and controlling the
provision of user profiles.
IT operations teams administer
servers, virtual machines, devices,
and other endpoints, while
playing a key role in the daily
management of servers which
host company applications.
Server-related responsibilities
may include patching,
upgrading, and maintaining.
ITOM teams are also responsible
for IT assets like desktops,
tablets, mobile devices, phones,
and laptops.

7. IT Operation Management
Benefits
• Accurately predict issues
• Minimize user impacts
• Automate workflow across teams
• Visibility across teams
• Effective data integration
• Benefits
Challenges
• Limited visibility
• Managing disparate technology and systems
• Scaling process across entire infrastructure
• Excessive noise
• Identifying anomalies

8. The impact of downtime

9. The Impact & Cost of Downtime
Gartner estimates range from $106,000 to $183,000 per hour of lost revenue.
Productivity
Number of employees
affected X hours out times
X burdened hourly rate
Damaged
Reputation
• Customers
• Suppliers
• Financial Markets
• Banks
• Business Partners
Financial
Performance
• Revenue Recognition
• Cash Flow
• Lost Discounts (A/P)
• Payment Guarantees
• Stock Price
Revenue
• Direct Loss
• Compensatory Payments
• Lost Future Revenue
• Billing Losses
Other Expenses
Temporary Employees, Equipment rental,
overtime costs, extra shipping costs, travel
expenses, legal obligations
Know your downtime costs
per hour, day, week, etc.

10. Key Business
Resiliency Drivers
• Financial impact of downtime
• Regulatory compliance requirements
• Service level agreements with supply chain partners
• Customer expectations of continuous availability
• Distributed workforce needs for 24x7 access
• Explosive data growth
• Consolidation onto fewer critical servers
• Operational excellence goals

11. Preventing downtime

12. The War Room Method for Downtime Mitigation
Mean Time to Identify Mean Time to Resolution
• How long until we know the root cause?
• How are we being impacted?
• What services are down?
• Who can fix this?
• How long until we are back up?
• Do we activate our DR plan?
• Can we meet our SLAs?
• Recovery Time Objective
• Recovery Point Objective
Mins Hours Days
Secs Mins Hours Days
Secs
Outage

13. Paradigm Shift: Seeing Downtime Before It Hits
Mean Time to Identify Mean Time to Resolution
• What if we could identify risks before they strike?
• Could we reduce impact to the business?
• Can greater visibility reduce or even prevent downtime all together?
Mins Hours Days
Secs Mins Hours Days
Secs
Potential
Outage

14. Mean Time to Identify Mean Time to Resolution
Online
services
Storage
Online
Shopping
Cart
Servers
Desktops
Web
clickstreams
Security
Networks
Telecoms Call detail
records
GPS location
Messaging
Databases
RFID Web
services
Packaged
applications
APP
Custom
apps
Energy
meters
Smartphones
and devices
On-premises
Private
cloud
Public
cloud
The Challenge: Data Silos

15. Impact of data silos on IT Ops teams
No single view
of IT
infrastructure
Longer
MTI / MTR
Reliance on SMEs
Health and status
of systems is
unknown
Wasted time,
money, and
resources
Increased Risk
and Downtime

16. How Precisely can help

17. Leading ITOM platforms lack native
Mainframe and IBM i integration
Online
services
Storage
Online
Shopping
Cart
Servers
Desktops
Web
clickstreams
Security
Networks
Telecoms
Call detail
records
GPS
location
Messaging
Databases
RFID
Web
services
Packaged
applications
APP
Custom
apps
Energy
meters
Smartphones
and devices
On-
premises
Private
cloud
Public
cloud

18. The ITOM & ITOA Blindspot
Online
services
Storage
Online
Shopping
Cart
Servers
Desktops
Web
clickstreams
Security
Networks
Telecoms
Call detail
records
GPS
location
Messaging
Databases
RFID
Web
services
Packaged
applications
APP
Custom
apps
Energy
meters
Smartphones
and devices
On-
premises
Private
cloud
Public
cloud
IBM Z
Platform
IBM i

19. Ironstream can solve this problem
Online
services
Storage
Online
Shopping
Cart
Servers
Desktops
Web
clickstreams
Security
Networks
Telecoms
Call detail
records
GPS
location
Messaging
Databases
RFID
Web
services
Packaged
applications
APP
Custom
apps
Energy
meters
Smartphones
and devices
On-
premises
Private
cloud
Public
cloud
IBM Z
Platform
IBM i
360-degree view across
the Enterprise

20. Ironstream helps you
seamlessly integrate critical
IBM i and mainframe systems
into modern IT Operations
Management platforms

21. Integrating mainframe and
IBM i can impact your business
Improve
availability of
critical services
Reduce incident
volume and burden
on ops staff
Shorten MTI &
MTR
Proactive
elimination of
service outages
Minimize risk and
downtime

22. Positioning IT
ops teams for
success
360-view of
enterprise IT
Real-time
view of
systems
Minimal
dependance
on SMEs
Leverage
existing ITOM
Investment

23. Ironstream for Discovery
Deliver a single view of entire
infrastructure to enable smarter
IT decisions
• Rapidly configure and launch
secure discovery of the mainframe
and IBM i resources and their
relationships
• Automated relationship mapping
that includes mainframe and IBM i
• Record changes made to
mainframe and IBM i systems in
the CMDB without manual
intervention

24. Ironstream for Service Mapping
Create comprehensive service maps that include
mainframe and IBM i
• Eliminate manual processes, errors, and guesswork
• Leverage “patterns” to automatically build maps
(allows for customer’s unique requirements)
• Run mapping jobs on a set schedule or on-demand
• Create or change rules at any time

25. Ironstream for Event Management
Reduce event noise and resolve
service issues fast
• Eliminates siloed and inefficient
console-based monitoring and
analysis of IBM platform events
• Enables integrated and
coordinated event response with
deeper insights and faster MTTR
• Standardizes mainframe and IBM i
event data for integrated analysis
in enterprise BI and analytics tools
MAINFRAME 1
MAINFRAME 2

26. Why customers choose Ironstream
Built on Now
All 6 Ironstream for ServiceNow
instances are built natively on
Now and are available on the
ServiceNow store
Best in Class
Ironstream is the only product on
the market that can integrate both
Mainframe and IBM i data into
ServiceNow
Unmatched Performance
The small footprint allows for fast 2-way
communication between ServiceNow and
the IBM platforms, meaning that there will
be a minimal impact on your infrastructure
No IBM Expertise Required
IT operations teams can now gain access
to and leverage mainframe and IBM i
machine without the need for SMEs,
allowing problems to be solved faster

27. Real-world challenge

28. Preventing downtime…
28
…with better IT operations
Company logos, images and references are copyright and/or trademarks of the respective owning company in the United States and/or other countries.

29. Distributed IT
Multi-platform IT
29
Mainframe
Outside
Mobile,
desktop, etc.
Inside
Middleware: Load balancers,
web servers, business objects, etc.
Database
N.O.C.
Mainframe
team
Full Observability
!

30. Multi-platform IT
Is there a solution? Why change?
• Downtime, delays, outages very expensive!
• Companies live and die with/without IT
• IT Operations
• Security / Compliance
• Need fully operational IT
• Available, performant
• Efficient, effective
• Need fully operational IT team
• Informed, aware
• Agile, proactive, responsive
30
https://www.servicenow.com/lpebk/silo-busting-in-it-service-ops.html
Observability
Company logos, images and references are copyright and/or trademarks of the respective owning company in the United States and/or other countries.

31. Visibility, Observability … Agility
31
Discovery Service Map
Workflow
Company logos, images and references are copyright and/or trademarks of the respective owning company in the United States and/or other countries.

32. ServiceNow: Service Operations Workspace
32 Company logos, images and references are copyright and/or trademarks of the respective owning company in the United States and/or other countries.
Service view Alerts, Incidents, playbooks,
maintenance, etc.
Events, metrics, workflow
AIOps

33. Better IT Operations Management
33
N.O.C.
Mainframe
team
Distributed IT
Inside
IBM Platform
Full Observability
 Visibility
 Observability
 Agility
 Stability
 Operational efficiency
 Happy customers…
…and employees
Company logos, images and references are copyright and/or trademarks of the respective owning company in the United States and/or other countries.

34. Q & A