SERENE 2014 School: System management overview

Systems management overview
Serene 2014 Budapest
Zsolt Kocsis
IBM Technical Manager, CEE
Cloud and Smarter Infrastructure,
zsolt.kocsis@hu.ibm.com
Systems management overview | Serene14 | October 28, 2014

Serene 2014
Zsolt Kocsis IBM
CEE C&SI Technical Sales & Lab Services Leader
Experience Overview
• Zsolt Kocsis has over 30 years experience in IT industry
• He has held key sales and technical roles with major global IT vendors
• over 12 years in IBM Tivoli / C&SI
Key Projects and Clients
• Zsolt Kocsis is the leader of
the C&SI and Security
technical team in CEE GMT,
including the Community of
Practice, Technical sales and
Lab Services teams.
• Leader of IBM Center for
Advanced Studies in
MScEE, MBA
IBM certified Solution
Advisor for:
– Security and compliance v3
– Service mgmt solutions
– Business automation
management
– Storage Solutions
ITIL certified
• Large Bank, - Architecture planning and technical lead of a storage management
project
• Large Oil company : Architecture and technical lead a major systems management
project
• Large Bank : Technical lead of Tvoli automation, and security(TIM) project
• Large Telecommunication company : Technical coordination a large scale Telco
business services management project
• Large Insurance company : technical support of large scale service management
project
• Large Insurance Company, Hungary : Technical support large Identity
management project
• Large Electricity Transmission company :Technical support large scale asset
management project for a country wide electric transmission company.
• Large Telecom company: Fault mgmt services project lead
• Research projects with Technical University of Budapest for Supply Chain planning
and forecast, and smarter city
Budapest, Associate
Professor h.c at Budapest
University of Technology

Serene 2014
Agenda
Strategic Capability Network methodology
Goal of IT Service management
Fault management
Perfomance management
Events, Correlations
Business Systems management
Predictive Analytics
Process frameworks
Break
Security aspects
Cyber Physical systems – asset management
Smarter city example
Project example: Telco service monitoring
……
QA
3

Serene 2014
Strategic Capability Networks
Patent Number: US 6249768 B1
Assignee: International Business Machines
Inventors: William A. Tulskie, Jr., Sugato Bagchi
Patent Abstract: “An integrated framework is disclosed for analyzing a firm in
terms of its resources, capabilities and strategic positions, providing a Strategic
Capability Network composed of nodes signifying these resources, capabilities and
strategic positions, together with relationships between these nodes”
Why we use : “A good methodology to map high-level customer strategy /
requirements into product and solution architecture ”

Serene 2014
The Strategic Capability Network (SCN) Model provides a
simple approach to connect various conceptual elements
of Strategy into a structured model
V
Value Proposition: What a company needs to be in
order to offer a differentiated value to the market.
Example: Low cost, customer convenience,
modular design, Best V V Customer Service
C
C
C
C
C
C
Capability: What a company needs to do in order to
achieve its strategic positions. Capabilities perform,
improve, and create the activities of the firm.
Example: Ability to design for customer assembly,
C C
Ability to merchandise in-store and online. Ability
to provide customer dashboards
R R
R
R
R
R
R
R
R
R
Capability Enabler(Resource): What a company
needs to have in order to perform its capabilities.
Resources represent the process, knowledge,
organization and technology assets of the firm.
Example: In-house engineers and designers,
store locations, store layout expertise, web
developer/programmer, server…
R
R
R
R
R
R
R

Serene 2014
Value Propositions are statements of benefit that are delivered
by the organisation to internal and external recipients.
Generally the promises you find in marketing or advertising message.
The benefit, or value received, will usually be in relation to cost, reliability,
convenience, quality, etc.
An enterprise will have many value propositions. These can be directed at different
recipients or players in the value chain, e.g. shareholders, customers, suppliers,
partners, employees. Example, Google:
– VP for Visitors: “Personalised content service”, “Categorised and organized
Information”
– VP for Advertisers: “Reach wide online audience”, “Direct/targeted advertising”
– VP for Merchants: “Access to large numbers of potential customers”, “Content
hosting expertise”

Serene 2014
Capabilities are the things an organization must be able to
do in order to deliver its value propositions strategic goals
Capabilities are usually stated as verb phrases
“The ability to …”.
– To the outside world, they represent the potential
outcomes (products / services) of interacting with
the Enterprise
Low Cost
Low Waste
Capabilities can support multiple Value Propositions
or other Capabilities
Design
Low
Storage Costs
Low Cost
Materials
L/Term
Supplier
Relationships
Example: IKEA
VP Supporting Capabilities
(“indirect” or “supporting” capability)
Capabilities can also hinder other capabilities
Internally, Capabilities represent any combination of
enabling resources (process, knowledge,
organization, and technology)
The exact configuration of these enablers can
be chosen rather independently

Serene 2014
Resources, (also known as “enablers”) are the things that the
organization need to have in order to enable the capabilities.
May be identified as part of Strategy, but will
become the essential ”Building Blocks” for
Architectural Work supporting Enterprise Design
for Initiatives and Solutions Capability
Four types of resources are recognized:
Processes needed to deliver the required capabilities
The organization that would be required in terms of
roles and responsibilities, skills
Process
Information
Technology
Organization
The major categories of information that will be needed
Technology that would be deployed to enable this
capability (classes of application, key elements of
infrastructure)
Resources can support many business
capabilities and do not by themselves provide
business benefit.
Rather in combination, enable one or more
capabilities to be achieved
Architecture provides the engineering approach
to plan and guide the implementation of the
“right combinations”

Serene 2014
Process
– Manage Client Relationship
– Supplier Management
– Cross product selling
– Product Development
Organization
Information
– Supplier Information
– Product and Service
– Locations
– Contract / Agreement
IT Technology
Resource Examples
– Cross Functional Client Service Teams
– Common Organizational structure,
grades, language and vision
– Flexible, multi skilled teams
– Knowledge Communities
– C loud based, flexible infrastructure
–A nalytics to predicts future trends
–M obile salesforce Applications
– S ocial, Collaboration Technologies
– S ecurity solutions

Serene 2014
What values must IT provide?
IT Value Propositions
Technical Expertise
to Resolve Issues
Real-Time Visibility of
Customer Experience
24x7 End-to-end
Process Visibilty
Authority to
Take Action
Improved
Availability

Serene 2014
Turning it into a Strategic Capability Network
Enabling capabilities
Technical Expertise
to Resolve Issues
Customer Experience
24x7 End-to-end
Process Visibilty
Authority to
Take Action
Improved
Availability
Flexible, highly availaible
Root-Cause
Information
Enrichment
Identification
infrastructure
Effective configuration
management
Proactive Analytics
Role-Based
dashboards
Automation
Problem Escalation Governance

Serene 2014
Turning it into a Strategic Capability Network
Customer Experience
Enabling capabilities
Technical Expertise
to Resolve Issues
24x7 End-to-end
Process Visibilty
Flexible, highly availaible
Root-Cause
Information
Authority to
Take Action
Improved
Availability
Enrichment
Identification
Enablers
Cloud
Provosioning
Operations
Insight
Mobile
dashboards
Security
compliacne
Social
applications
infrastructure
Effective configuration
management
Proactive Analytics
Role-Based
dashboards
Automation
Problem Escalation Governance
Cloud Analytics Mobile Social Security

Serene 2014
Revenue
Cost
Agility
Risk
Optimize Innovate
Unified Delivery
(Visibility+Control+Automation)
Events
Dashboard
Predictive
Insight
Proprietary APIs
Lifecycle/compliance
Open Standards
Devops
Sw defined env.
Smarter
assets
Orchestration
Cloud On-premise / Legacy systems Endpoint/Mobile/BYOD Enterprise
Systems management overview | Serene14 13 | October 28, 2014
Assets
Metrics
logs
Discovery
Dependecies
Asset lifecycle
Provisioning
Patterns
Reports Processes
IT Silos
Monitoring
Service desk
Xaas
Self service
Appstore

Serene 2014
1
How do I discover what I need
to manage?
What is my authoritative
source of configuration
item information?
How do I track, fix and
automate problem resolution?
How do provide IT agility
and automate critical
IT functions
6 2
IBM Service
Management
Dependencies
Monitoring and
Events
What is happening with my
infrastructure resources?
Actions
Views
How do I bring together IT
and Business information in
a meaningful and
IT Service
Management
personalized
way?
14 Systems management overview | Serene14 | October 28, 2014
3
4
5
How do I manage problems
effectively and
efficiently?
User Experience
How are my transactions
performing?
How do I take the first steps
to align IT and
my business?
What is the end-user
experience?
Business Metrics
How do I apply a business
context to working problems?
How do I provide key
performance
indicators for
the business?

Serene 2014
Goal of systems management: fault management
Fault management
– Resource error detection facilitates corrective actions. The managed systems
issue events on status changes, with resource, time, status and severity
information. Event are evaluated, and corrective actions initiated.
– Fault events paired by resolution events
– Event severity ( Fatal, critical, Minor, Warning, Harmless, Unknown) can be
used to as abstract information on the resource health.
– Error propagation chains. Events: reflexive or transitive.
– Appropriate for large complex systems, moderate data load, minimized
performance impact, no limit event variety.
– Centralized event processing – or umbrella systems – allows enterprise wide
management.

Serene 2014
What is Performance Management?
The ability to collect, store and report on historical data
What is collected?
– Periodic metrics
– Availability, volume, traffic error rates, usage data etc. (NOT
EVENTS!!)
What do we do with it?
– Store and report
– Detect real-time threshold violation , and use for outage prediction
Alarm Alarm Alarm Alarm
The same two traps are received…
But are the underlying problems the same severity?

Serene 2014
Goal of systems management : performance
management
Performance management
– Continuous sampling of resource key performance indicators
– to ensure proper behaviour and
– trigger corrective actions in a timely way,
– similar to a closed loop controls.
– during normal operation with appropriate sampling rate.
– Historical behaviour can be used to forecast behaviour, and align
capacity planning.
– High data load, measurement can impact operation
– Usually covers known, and limited numbers of KPIs.

Serene 2014
Elements in systems management
Sensors:
Probe: module of collecting a single metrics, using regular providers: API, Logs,
SQL, events, WMI, CIM, or others.
– Passive probe: collecting metrics generated by normal usage.
– Active probe: injects actions and capture response parameters.
Agent: complex managed system specific module collecting several metrics and
evaluating behaviour using a resource model.
Agent: located on managed system – or on proxy ( often called agent-less).
Event: active message about status change on an endpoint ( alerts, notification,
etc.)
Event Collector: an engine collecting metrics and events from sensors, to perform:
Event deduplication, event filtering, situation correlation and indicate action ( forwarding)
Event can be enriched by adding relevant information store in extended repositories
location, impacted users / services, responsible personnal, additional important aspect.
Presentation layer:
Consolidated view of all events from the enterprise (umbrella), portal
Reports

Serene 2014
Monitoring Basics - Visibility
Enterprise Portal (EP)
The Enterprise Portal (EP) is the central location to view and act on
contextualized information provided by the system monitors
– Consolidated view and contextual
information can significantly reduce
mean time to recovery by aiding
in “root cause” analysis
– Centralized visualization of
VISIBILITY
-
Tivoli Enterprise
Portal (TEP)
real-time and historical data can
help with “intermittent” problems
– Personalized views based on the
user roles and scope
– Visualization of resource
utilization can highlight areas
to reduce costs
– Anything visualized in the EP is
available in the Data Warehouse
Personalized
Workspaces

Serene 2014
Monitoring Basics - Control
Data Warehouse (DW) CONTROL
-
Tivoli Data
Warehouse (TDW)
and Situations
The Data Warehouse (DW) is the backbone repository and central data store
for all historical management data and the basis for reporting and performance
analysis
– Included out of the box
– Installs quickly and easily
– Side-by-side real-time and
historical views of data assists
in root cause analysis
– The data is stored, pruned and
summarized for ease use and
cost savings.
– Centralized and consolidated
data is crucial to reducing mean
time to recovery
– Agent Builder and Universal
Agent integration
Real-time and
Historical Data

Serene 2014
Monitoring Basics - Automation
Take Action and Workflows
“Take Actions” and “Workflows” provide out-of-the-box, customizable best
practices. These can replay mundane and/or time-sensitive best practices in a
repetitive and error-free manner.
– Ability to run a script or command
under the authority provided by
monitoring system and avoid a logon
– Reflex actions allow the return
AUTOMATION
-
Take Action and
Workflows
of a server to a specified state
even though disconnected
– Take Actions provide the ability
to script out a corporation’s run
book
Automated Best
Practices

Serene 2014
Typical enterprise monitoring architecture
Hub
Serve
TDW
WH
Proxy
Portal
Portal
Console
Reports
Agent-less: CIM
Agent-less: SNMP
V1, V2C, and V3
Agent-less:
JMX
r
Agent Builder Based
Remote Remote Agent
Server
Log
File
Scripts
WMI,
Perfmon,
Event Log
Availability
Agent-less:
WMI, Perfmon,
Event Log
Agent-less:
JDBC
Agent-less:
HTTP/HTTPS
Agent-less:
ICMP
Agent-less:
SSH/RXA
Agent based
systems
General application

Serene 2014
Availability Management Scenario
Downtime – Common Scenario Today
Problem
Eliminated
Cost
An application is down, but what is
causing: network, system, application?
Tendency to over monitor to reduce
downtime, but this proves costly as well
Pre-defined rules generate automated fixes
Resolution deployed
Deeper root cause analysis to find the real problem
Sense Isolate Diagnose Take
Action
Evaluate
Time
Some customers experience event
storms
Lack of filtering or prioritization
increases the time for root cause
analysis and ultimately the mean time
to problem resolutions
Resolution validated
Infrastructure available
Costly downtime reduced

Serene 2014
End to End Transactions monitoring
Monitor the end-user's application experience and take the
first step toward aligning my IT organization with the business.
FTP Services
TFTP Services
• SAA
• TCP
• TCP Port
• SNMP
• LDAP
DHCP Services
DNS Services
Web Resources
HTTP Services
HTTPS Services
End-User Experience
Robotic Response
Web Response
Client Response
SMTP Services
POP3 Services
IMAP4 Services

Serene 2014
Transactions monitoring
Beginning the IT and Business Alignment Journey
Transaction TFrualnl Tsaracntisoanc Stiotenp E –BffeeNlcootwrsm tBhaael s Beluinsein Aesvsg.
Understand the end-to-end customer experience!
• The first step in better aligning IT with The Business
• Real-time end-user perspective
• Real-time transaction performance service status
• Rapid value via improved visibility

Serene 2014
Composite Application Management
Three techniques tailored for different IT roles to effectively sense
and respond to performance and availability events.
Transaction
Resource
Application
Management
Management
Management
Response Time Operational View Transaction Tracking Subject Matter Expert View

Serene 2014
How are Service Providers Managing Services Today?
3 events show up in
the event console.
Which should be
worked on first? Are
my SLA’s affected?
I’m not sure…
I’ll just go through them
in order and dispatch
them to the experts for
each silo.
Operational Management
Fault Performance Probes
• Network capacity
trending
• “When will my soft
switch degrade?”
• Availability
• “Is my switch
down?”
Inform
Dashboards, Reports, Notification
Analyze Automate
Service Impact Root Cause
Consolidate
Centralized Management
• Signaling robotic
testing
Collect
Monitoring Discovery

Serene 2014
Single pane of glass: Event management systems
Enrich
Lookup answers (enrich events)
– Single incident repository – single lookup
– Event filtering
– Event deduplications,
– Better problem prioritization and faster resolution
– “We already have the answer to Question 21”
Root cause Analysis across management silos
Network Security Application Server Mainframe
RCA External data
– One event repository allows us to take all incidents
into consideration for RCA
Reduce time to problem identification
Notice impacted business area

Serene 2014
Leveraging enrichment for Increased Correlation Value
Event Sources
Faults Event Mgt
Data Sources
Operations Mgmt Business Mgmt
Portals Dashboards Event
Event DSA
Listeners DSA
DSA
DSA
Middleware:
•Web Services
•XML, LDAP
•TIBCO
•SNMP, Socket
Any CMDB
Event enrichment
mgmt
Combine Any Data
with Event
Information to extend
Operations Mgmt
Resources Monitoring DSA
Any
Database
JMS, Oracle
Web Services
Event
Readers
RDBMS
Data
Warehouse
Assets:
•IT
•Enteprise
Databases:
•Homegrown
•Provisioning
•Inventory
•Incident
DSA – Data Source Adaptor
Correlation
Extends Event Correlation with:
Operations Data to Enrich Automation,
Escalation, and Management of Problems.
Business Data to Enable Rapid Calculation
and Application of KPIs
Correlation Context for Relating Data from
any sources for maximum value.

Serene 2014
But still Service Visibility Gap Exists…
Collecting and Consolidating data can result in big returns, such as Mean Time to
Repair- example, Tier 1 telco reduced alarms by a ratio of 16,667 to 1
– “Single pane of glass”
But, are you fixing the right problems? What business service is impacted?
As you move up from Collecting and Consolidating to Analyzing, Automating
and Informing – you enable Operations, IT and LoB staff to make more effective
decisions that directly support the business
– Visualize your services
– Correlate fault performance data
– Link a service to a customer or SLA
– Prioritize
– Communicate
Inform
Dashboards, Reports, Notification
Analyze Automate
Service Impact Root Cause
Consolidate
Centralized Management
Collect
Monitoring Discovery

Serene 2014
What is a Business Service?
Business service includes:
– Use cases
– Underlying infrastructure and IT assets involved in providing the service offering
– Service model
– Lifecycle: Plan, Design, Test, GoLive, Maintainance and Termination of a Service
– Usability: Service Provisioning, Subscription, Measurements, Billing
– Cost controls: Revenue and Cost balance / allocation related to a BS
– Service roles:
– Service owner / administrator
– Service operator
– Support and field people
– Consumer, subscriber, user
– Business people and management, executives
Service model :
A set of information about the service, like instantiated service components hierarchy,
dependency rules, status, quality and performance conditions and service business impact
and roles, developed to imitate a real life existing service and perform its monitoring and
management.

Serene 2014
What to manage in a Business Service?
Management goals
Availability
Performance (technical and business)
Cost
Lifecycle ( design, provisioning, operation, maintenance, suspend)
Reporting ( all of above, and SLA agreements)
4 views of a Business Service:
Service impact ( business impact)
Key Business Indicators
Service
Service consumability
End-to-end
Service hierarchy – service model
Components, dependecies
Service observations
Ticketing, Audit systems
Social

Serene 2014
Service hierarchy based management
The logical structure of the components, their abstract state, error propagation rules
( dependancy rules) bulding up the model.
Relevant Events are captured to change the object state.
General problem: by observing a component behaviour we assume higher level (
service or user leve behaviour – as good as the model is.
Model inconsistency, quality, lifecycle problems may cause improper observations.
Model reduction:
Coagulating equivalent or dominant faults/errors into a single virtual node
Driven by the resolution of diagnostics/corrective actions
Object farming: similar behaviour nodes aggregated into a single common object
Real cause: hidden dependency.
Dynamic reconfiguration: structure changes over time ( host) so needs
attention.
Domain clustering: similarly operated silo objects merged into a common virtual
object.
Redundancy groups: ( IT clusters, high availability solutions)

Serene 2014
Events and Performance Status
Security
Events
Network
Events
Transaction
Events
System
Events
Application
Events
Mainframe
Events
OMEGAMON*
TSOM
ITMN IP
ITCAM
ITM
ITM
Events sources: Probes and Agents of systems management
subsystems.
Events match against infrastructure components in your
model, while transactions give an end-to-end status perspective

Serene 2014
End-to-End (or user level) management
Measure the service behaviour from the end users (service consumption)
perspective
Uses the service infrastructure, independent of the model, and the underlying
components.
Does not handle service path (multpathing environment), and cannot provide root
cause analysis.
Synthetic transactions:
– but only for the test use cases
– only from the location of the test
– does not identify root cause
Alternative: select live transactions
– Selection rate(%) vs. Performance trade-off
– Very high overhead
– Special case: Transaction tracking - marks transaction hubs along the entire service
path ( helps root cause analysis)

Serene 2014
Business Data Processes
Trouble Tickets
Incident Mgmt
Governance
SOX Compliance
Status and Structure
Transactions
End-User Response
Business Process
Dependencies
Call Center
Records
Billing Data
Types of Business Data typically include trouble tickets,
transactional data, billing records, call center details, and
analysis for risk and process improvement.
Business Data sources typically include historical data form
Data Warehouse , 3rd-party CRM sources, home-grown
databases, and others

Serene 2014
Discovery Dependencies Structure
Security
Devices Servers Applications Relationships
Network
Devices
Mainframe
Resources *
SOA
Discovery and Dependency Sources: Tivoli Application Dependancy
and Discovery Manager, CMDB, discovery libraries , home-grown DBs,
and Inventory/Asset data.
BSM may integrates with these sources to build service hierarchy

Serene 2014
How to build a model
Understand the industry, the requirements, expectations, roles and
organization.
Review the information sources, monitoring systems, business KPIs, KQI.
Build an intial model, and perform a gap analysis
Extend the monitoring infrastructure to collect missing metrics.
Select the relevant events, create an event catalogue. Use architecture
design documentation, as first filtering selection. Define event pairs (
fault/ resolution)
Simplify the model – use if possible resource models coming with
monitoring systems, severity. Use virtual object representing object
clusters , like resource domains, complementary resources to simplify
the model. These domains often defined accoridng to operational / or
business silos.
Events with high correlation (maybe a common cause) may be
represented by one selected event.
Using service templates, event can be used to populate the model
automated – only in large number, but known structured models.
Using discovery tools you may create initial models.

Serene 2014
After the modeling : how to maintain the model?
Ideally a self updating model should track the configuartion changes –
discovery based models could be considered carefully.
Event desciption may contain model information ( location) allow automated
model building.
The model must be part of the change management / government
processes.
Governance processes
Development Test Production
Discovery
Reports

Serene 2014
Error propagation rules
Event Based Status
Dependency (% of children)
Status derived from:
Incoming Status Events
External Business Data
Status derived from a % of children
Dependency (Any Child):
Status derived from status of children
Numerical Data Display
Used to obtain a numerical value for output
Response time, Number of Trouble Tickets
Numerical Aggregation of Data
Value is calculated using children’s numerical
values
Avg, Sum, Min, Max or Weighted Avg

Serene 2014
Real-time technical SLA measurement
Instance Duration-based – when its ok for a service to be unavailable for
short periods of time, but not for more than a set duration of time.
Before 2 min. After 2 min. After 5 min.
Cumulative Duration-based – when the service is unavailable for less than
a cumulative amount of time per SLA window (day, week, month), but not for
more then that set duration of time.
Shows cumulative duration violation
Shows single incident duration violation
Incident Count-based – when the service is unavailable for ANY duration
during an SLA window, violation is based on the count (times occurred).
Shows incident count over
specified period and status

Serene 2014
IBM SmartCloud Analytics – Predictive Insights
Predict Outages Before They Occur
Predict
Proactively identify problems before they
become service impacting be noticing early
anomalies.
Eliminate the costly problem of setting and
maintaining static thresholds.
“IBM SmartCloud Analytics helped detect 100
percent of the major incidents that occurred,
including silent failures, and helped us
eliminate manual thresholds, which will
result in a cost avoidance of $300K USD
annually”
Chris Smith, Director Tools and Automation
Consolidated Communications Holdings, Inc.
Speed up the process of identifying the
root cause analysis
Learns system behaviour from historical
data and detect irregularities , trends
Simplified Behavioral Learning
No complex manual intervention to setup
Cognitive Algorithms
Next generation multivariate analytics provides
meaningful early warning alerts
Large Capacity
Big Data streaming engine ensures solution can
grow with your needs
Heterogeneous• Environments
Consume performance metric data from in
correlation to events
SSSSoooolllluuuuttttiiiioooonnnn BBBBeeeennnneeeeffffiiiittttssss

Serene 2014
Quality Service Delivery Requires Service Management
What do we
mean by a
service?
An offering, function or activity delivered
to an internal or external customer which
may contribute revenue and profit or
fulfill a critical mission of an organization,
and is the output created through the use
of an organization’s human, intellectual,
financial and physical assets.
What do we mean
by service
management?
Service Management covers management
processes, tactics and best practices
needed to deliver business services
IT, operations, and line-of-business
services – all require service management
“As enterprises become more aware of the increasing interdependence of business and
IT issues — they need to adopt a more holistic view of both internal and external service
delivery. This is vital for business leaders in targeting and executing business change.”
--- Thomas Mendel, PhD, Vice President Research Director Forrester Research

Serene 2014
Value of discovery technologies
Discover the COMPONENTS in a Data Center Environment
CENTRALIZES and VISUALIZES the CONFIGURATION of the
Components in a Data Center Environment
Discovers the RELATIONSHIP of the Components in a Data
Center Environment
DISCOVERS AND TRACKS THE CHANGES in a Data Center
Environment

Serene 2014
Discovery of components

Serene 2014
Discovery the Configuration of Components

Serene 2014
Discovery of Relationships

Serene 2014
Discovery the changes, or not properly configured items

Serene 2014
Ping Sensor
Array
How Discovery works
Required Configuration Parameters for
Discovery
found 86
IP Servers
Application
Sensor Array
found 421
objects

Serene 2014
Configuration Management Database (CMDB)
Are All Management Databases CMDB’s?
The CMDB is a datastore that is used to track all IT
assets, their relationships, their configuration and their
changes
“…a key difference between a CMDB and the repository
for an inventory management system or a Service Desk is
that the CMDB also contains relationships between
Configuration Items
Connects people to processes,
technology and information CCMMDD
C-CCMMDDBB
B
Asset Inv

Serene 2014
Configuration Management Database (CMDB)
Technology Capabilities
Discover loads and maintains a reliable and trusted CMDB
Federation
Reconciliation
Synchronization
Includes Best Practices based processes (ITIL)
Configuration management processes
Change management processes
Role identification and role-based access can easily be defined

Serene 2014
IT Service Management Blue print
IBM IT Service Management
IT Process
Management Products
Service
Delivery
Support
Service
Deployment
Information
Management
Business
Resilience
IT CRM
Business
Management
IT Service
Management Platform
IT Operational
Management Products
Best Practices
Change and Configuration
Management Database
Server, Network
Device
Management
Storage
Management
Security
Management
Business
Application
Management

Serene 2014
Control
Visibility
Service Desk
Service Catalog
Asset management Incident
IT Service Mgmt
Problem
Configuration
Change
Release
Resource Mgmt
Materials Mgmt
Contracts
Safety
Work Mgmt
Procurement Capacity
Planning Cost Accounting
54
Automation
Provisioning
Metering
Modify
Monitor
CMDB
Security and Identity Management
Discovery
• Inventory
• Configuration
• Network Topology
• Physical Topology
• Application Topology
• Software Distribution
• User Accounts
• Access Control
• Service Subscription
• Online Commercial
Services
• Usage
• Performance
• License Compliance
• Lifecycle
• Configure
• Password Reset
• Remote Control
• Imaging
• Update / Patch
• Event Management
• Event Correlation
• Performance Mgmt
• Impact Assessment
• Service Level
Monitoring
Scheduling
• Workload Scheduling
• Load Leveling
• Batch Processing
Common Data Subsystem and
Process Automation Platform

Serene 2014
How about security?
The biggest risk is the insider threat
The other threat comes from people connecting their ERP
“ Sachar Paulus, SVP of Product Security and Governance,
systems to the Internet
The difference with ERP is that the size of the bucket
„
becomes much larger. When you have access to a system
that size, security becomes more critical
Source: http://www2.csoonline.com/exclusives/column.html?CID=33433source=nlt_csoupdate Systems management overview | Serene14 55 | October 28, 2014

Serene 2014
The impact and visibility of recent breaches calls into question the effectiveness of
traditional security measures
Internal abuse of key
sensitive information
Complexity of malware,
growth of advanced
persistent threat
Business continuity
interruption and
brand image impact
In spite of significant
security policies, a single
internal breach by an
authorized user resulted in
tens of thousands of
classified records of the
US Army leaked over
Wikileaks. Impact to the
Army is close to $100M
Stuxnet turned up in
industrial programs around
the world. The sophistication
of the malware has led to
beliefs that it was developed
by a team of over 30
programmers and remained
undetected for months on
the targeted environment.
Targeted to make subtle
undetected changes to
process controllers to effect
uranium refinement
Epsilon, which sends 40B
e-mails annually on behalf of
more than 2,500 clients, said
a subset of its clients’
customer information was
compromised by a data
breach. Several prominent
banks and retailers
acknowledged that their
customers’ information might
be at risk

Serene 2014
How much security is enough (or can there be too much)?
From a security perspective, all IT
solutions must balance three
conflicting factors:
The risk
to the organisation
of operating the IT solution
The cost
of implementing and operating
COST
High
Low
High
Low
Hig
Low
Security
Environment
the security controls
in general, the tighter the
controls the lower the risk
The usability
of the solution
in general, the tighter the
controls, the greater the impact
on the users of the system
RISK USABILITY
h
The resulting set of controls must be,
as far as possible “necessary and
sufficient”.

Serene 2014
Solving a security issue is a complex, four-dimensional puzzle
People
Data
Employees Consultants Hackers Terrorists Outsourcers Customers Suppliers
Structured Unstructured At rest In motion
Applications
Infrastructure
Systems
applications
Web applications Web 2.0 Mobile apps
It is no longer enough to protect the perimeter –
siloed point products will not secure the enterprise

Serene 2014
Attack Sophistication
Need help to combat advanced threats with pre- and post-exploit
intelligence and action
What are the external
and internal threats?
Are we configured
to protect against
these threats?
What is happening
right now?
What was the impact?
Prediction Prevention Reaction Remediation
Network and Host Intrusion Prevention.
Network Anomaly Detection. Packet Forensics.
Database Activity Monitoring. Data Leak Prevention.
SIEM. Log Management. Incident Response.
Risk Management. Vulnerability Management.
Configuration and Patch Management.
Research and Threat Intelligence.
Compliance Management. Reporting and Scorecards.
Security Intelligence

Serene 2014
Data Explosion
Must integrating across IT silos with Security Intelligence solutions
Most Accurate
Actionable Insight + =
Sources Intelligence

Serene 2014
Identity Management
Automates, audits, and remediates user access rights across your IT infrastructure
Access
policy
evaluated Cost
dentity Manager
Identity
change
(add/del/mod)
Approvals
gathered
Accounts
updated
Accounts on 70+ different
types of systems managed.
Plus, In-House Systems
portals
Applications
Complexity
Reduce Costs
• Self-service
password reset
• Automated user
provisioning
Manage
Complexity
Detect and correct local privilege settings
HR Systems/
Identity Stores
Databases
Operating
Systems
Networks
Physical Access
• Consistent
security policy
• Quickly integrate
new users apps
Compliance
Address
Compliance
• Closed-loop
provisioning
• Access rights
audit reports
• Automate user privileges
lifecycle across entire IT
infrastructure
• Match your workflow processes
• Know the people behind
the accounts and why they
have the access they do
• Fix non-compliant accounts

Building a smarter planeSterene 2014
We have to work smarter…so what Defines a
Smarter Planet?
SMARTER
INSTRUMENTED
PLANET
3(23/(
INTERCONNECTED
INTELLIGENT
203$1,(6,167,787,216
,1'8675,(6
0$10$'(667(06
1$785(’6667(06
62 Systems management overview | Serene14 | October 28, 2014 © 2009 IBM Corporation

As our physical assets become ‘smarter’ the requirement
for managing these assets (physical and IT) and their
relationships within the same platform increases…
Facilities
Infrastructure
Production
Infrastructure
Mobility
Infrastructure
Technology
Infrastructure
Communications
Infrastructure
+ + + +
VISIBILITY CONTROL AUTOMATION
....converged management to deliver
smarter business outcomes…

Serene 2014
Aging Assets
Under investment in TD requires $300B over next 20 years
Average age of generation facilities puts reliability at risk

Serene 2014
Aging Workforce
Workforce Strategies
– Knowledge Capture
– More Contracted Labor
– Partnerships with Local Colleges
– Engineers and Crafts are Mobile

Serene 2014
The Value of Asset Management
Highest
reliability
Improve planning
scheduling
Reduce downtime
Manage
risk
Maximize output
Retain
Limited
Resources
Compliance
Framework
Maximizing
Return on
Assets
Lowest
cost
Reduce
labor costs
Reduce Inventory
Visibility
Comply with
Regulations
Knowledge

Reporting and Governance
The Business: (Missions, Goals, Customers, Users)
Business Drivers
Risks Regulations Performance HSE Market
Work Mgmt Incident
Investigation
Materials Mgmt
Procurement
Improvement
Change
Safety
Contract Mgmt
Service Request
Mobile Work
Primavera
Integration
ERP
Real Time
Petroleum Industry Solution, Integrated Operations
Action
Cost Resource Management Planning Scheduling Operations Management
PR’s, PO’s
RFQ’s
Invoices
Receipts
Inventory
Inspections
Tools
Storerooms
Conditions
Leases
Warranties
Purchase
Labour
Qualifications
Work Orders
Activities
Job Plans
Priority Matrix
Defects
Incidents
Global Issue
Job Plans
Documents
Regulations
Investigations
Failure Reporting
Escalations
AAR
Benefits
Losses
Actions
SLAs
Preventive
Maintenance
Projects
Relationships
Item Master
Improvements
MOC
Assets
Locations
Systems
Work Log
Solutions
Templates
Communications
Hazards
Precautions
Plans
RCFA
Authorization
Production Assets Facility Assets Transportation Assets IT Assets
Drilling Assets Completion Assets Pipeline Assets
Chemical Petroleum Asset Management
Standards – ISO14224/API 689
Engineering
MS Project
GIS

Serene 2014
Process-optimization in maintenance
RCM
Total Productive
Maintenance
Reliability Centered
Maintenance Implementation of
RCM-program, Analysis of criticality,
failure-probability, failure-consequences
and classification of assets, identify critical
assets
TPM: simple PM-standard-tasks done
Planned Maintenance
Reactive Maintenance
trough operator, integration of
maintenance-personeel in production. Tight
communication neccessary. KPI-analysis in
key!
Planned: Implementation of a PM-program,
integration of condition-monitoring
for predictive work.
Reactive: mostly emergency-maintenance,
unplanned work, no or
sparse communication beween
maintenance and production.

Serene 2014
The Seven Basic Questions in RCM
1. What are the functions and associated performance
standards of the asset in its present operating context?
2. In what ways does/can it fail to fulfill its functions?
3. What causes each function failure?
4. What happens when each failure occurs?
5. In what way does each failure matter?
6. What can be done to predict or prevent each failure?
7. What should be done if a suitable proactive task cannot
be found?

Serene 2014
Resulting Maintenance Strategies
Run to failure (reactive)
Scheduled discard or restoration (preventive)
On-condition maintenance (predictive)
Redesign and condition control (proactive)
Failure finding

Serene 2014
What RCM Achieves
Greater safety and environmental integrity
Improved operating performance
Greater maintenance cost-effectiveness
Longer useful life of expensive items
A comprehensive database
Greater motivation of individuals
Better teamwork

Serene 2014
End-to-end Asset Lifecycle Management
Assets
Condition Monitoring
Failure Codes
Locations
Meters
Assignment Manager
Job Plans
Labor Tracking
Preventive Maintenance
Skills and Qualifications
Safety
Tools/Crafts
Service Requests
Change Management
Desktop Requisitions
Purchase Orders
Spatially Enabled
Mobile
72
Intelligent Systems management overview | Serene14 | October 28, 2014
Site
Service Catalog
SLAs
Incidents
Problems
Solutions
Item Masters
Storerooms
Lot Management
Kitting
Issues Transfers
Stocked Tools
Service Items
Labor Rate Contracts
Lease/Rental Contracts
Master Contracts
Payment Schedules
Purchase Contracts
Warranty Contracts
Purchase Requisitions
Receiving
Inspections
RFQs
Workflow
Scalable J2EE Architecture
Configure, not Customize
Open Integration Interfaces
SAP and Oracle Integration
Role-based User Interfaces

Management of Change
Product Capability
– An application to support a company’s full management of change
process from request to closure
– Manages review and approval process, pre and post management of
change actions; audit trail on entire process
– Standard action application to reduce manual data entry
Benefits for the Industry
– Improved safety, reliability and compliance
– Reduced cost through greater process conformity / standardization
through integration with work management process
– Encourages collaboration with operations, maintenance and engineering
– Improved organizational learning
– Reduced requirement for other software or spreadsheets

Prioritization of Work
Product Capability
– A matrix based system of work or risk prioritization, reason for work
definitions
– Configure multi variable (safety, economics, health, regulatory, etc..)
operational standards for the prioritization of work based on subject
matter expertise
– Standardizes work prioritization based on corporate compliance and
operational standards, not personal or ‘tribal knowledge’ decisions
– Balances work priorities based on many parameters, not just asset
criticality
– Ensures compliance, some regulatory, to corporate priorities
– Reduced cost / time associated with work planning and scheduling, first
step in enabling work planning and scheduling automation

Regulatory Compliance
Product Capability
– Application for creating an index (library) of regulations applicable to the
business, and associating them with assets, locations and job plans
– Supports Regulation and sub-sections of regulations
– Can identify regulations related to safety cases and search capabilities
to locate where regulations are applied throughout the business
– Manage compliance as part of the work management process, not a
standalone application
– Eliminate other standalone applications, or spreadsheets – provide
greater visibility and governance over regulatory compliance
– Proactively manage compliance costs

Action Tracking
Product Capability
– A means of tracking actions agreed with regulatory authorities or internal
review and audit teams
– A way of following up actions arising from investigations or
improvements
– Drives implementation of business critical actions and improvements
– Reduced costs, e.g., regulatory reporting and implementation of
improvement programs
– Improved safety and reliability

Incident Management
Product Capability
– An application to record and management incidents occurring during
plant operation and maintenance
– Incorporates high context incident reporting
– Improved process safety management, encourages collaboration
between maintenance and operations
– Incident management becomes part of the work management process,
rather than a stand alone process
– Significant reduction in costs of incident management program since an
incident can be ‘raised’ from a work order (automatically copies over
related information)
– Enables additional automation of process, e.g., an incident on a safety
valve can automatically create an investigation

Defect Elimination (Integrity Management)
Product Capability
– A defect reporting and management application
– Classification of defects supports deeper analysis of equipment integrity
issues
– Drives reliability improvement programs, e.g., Six Sigma, Continuous
Improvement, Mechanical Integrity
– Forms the basis for engineering analysis for the removal of equipment
problems and defects
– Collaborative application between maintenance, operations and
engineering
– Enables automation of defect analysis, e.g., escalation of a defect on
critical equipment would be different than non-critical equipment

Asset Classifications and Specifications
– Standardization of asset classifications and specifications
– Ease of use - searching and locating asset information for
analysis
– Time take to gather and load asset specifications would be
significantly greater than cost of solution
– Benchmarking, supports asset integrity programs - standardized
asset specifications facilitate comparisons of equipment
performance

Failure Reporting / Standardization
Product Capability
– Contains standard failure classes, problem, cause and remedy tables for
each equipment type listed in the standard
– Without standardized failure data, cannot implement reliability analysis
– Standardization of failure (problem, cause, remedy) classifications and
failure reporting
– Ease of use - searching and locating failure data for analysis
– Time take to gather and load failure classifications would be significantly
greater than cost of solution
– Benchmarking, supports asset integrity programs - standardized failure
reporting facilitates comparisons of equipment performance and defect
elimination programs
– Time take to gather and load failure classes, problems, causes and
remedies would be significantly greater than cost of solution

Smarter City Command Center – City Scorecard
© 2006 81 Systems management overview | Serene14 | October 28, 2014 10/28/2014 IBM Corporation

Serene 2014
Smarter City Command Center – Energy Mgmt
Systems management overview | Serene14 82 | October 28, 2014 10/28/2014

Serene 2014
Smarter City Command Center – Energy Mgmt

Serene 2014
Smarter City Command Center – Data Center

Serene 2014
Smarter City Command Center – Transportation

Serene 2014
Smarter City Command Center – Water Management

Serene 2014
Smarter City Command Center – Carbon Management

Serene 2014
Smarter City Command Center – Carbon Footprint

Telecommunication industry driven service modelling example
A large mobile operator in Eastern Europe with over 30 million subscribers intended to
improve the business service quality. They needed fast error resolution, root cause analysis,
good capacity and cost management to attract and maintain more subscribers to their new,
innovative service offerings. They wanted to have a reliable reporting on quality and
availability of those service.
IBM was asked to implement a telecommunication specific business services management
solution.
© 2010 Systems management overview | Serene14 | October 28, 2014 IBM Corporation

Service models implemented
SMS (Mobile Originate Mobile Terminate) platform
Black Berry data services platform and subscription
Mobile TV platform, streaming and subscription
IBB – road traffic mobile application
Real time charging (Online charging)
CDRs handling and charging
New user subscription in webShop
Free-bundle SMS notifications

Service Model Analysis (SMA) Methodology Overview
Objective
SMA Objective Approach SMA process in application
Perform Top-Down and Bottom-up
approach together appropriately
and define optimum KQIs and KPIs
SMA
SMA Process
1 Analyze
Service
Scenarios
KQI 3
Categorize end-user
quality factors from
Best Practice
Combined KQIs
Analyze Service
Delivery Architecture
Identify
Candidate
KQIs and
KPIs from
2
3
4
SMA Lifecycle
Top-down
Approach
User perspective analysis
Utilize Best Practice and
Global Standards
– Bottom-up
step Approach
by step
Analyze available data
sources and real world
data KQI 2
KQI 1
• Definition
• Target
• Periodic
Set up the most appropriate KQIs and
KPIs
Gap analysis
based on Best
Practice
6
5
Define Service
Model Architecture
SMA Constant Insight
Best Practice
Analyze
available Data
Source
8
Develop KQI
formula by
analyzing
real world
data
7
1 2 3 4 7 5 6 8
© 2010 9933 Systems management overview | Serene14 | October 28, 2014 IBM Corporation

Methodology – process
Inputs Process Outputs
• Service Elements
• User Tasks
• Perceived QoS Factors
• Operational Requirements
• Architecture Diagram
• Architecture Description
• Transaction Flow Diagrams
• Operator Service Description
• SLA Requirements
• SLO Requirements
• Telecoms Service Standards
• Operator Service Architecture
• Telecoms QoS Standards • (Candidate) KPIs
• (Candidate) KQIs
Analyse Service
Scenarios
Analyse Service Delivery
Architecture
Identify KPIs
And KQIs
• Potential QoS Data Sources
• OSS/BSS Integration
Requirements
• Required QoS Data Sources
• Required OSS/BSS Interfaces
• Operating Constraints
• Service Level Objectives
• Service Level Agreements
• Service Delivery Chain Model
• SLA Model
• KPI Formulae
• KQI Formulae
Define Service
Management Architecture
Define Service
Management Models
Implementation

Service models - SLA Management
Service Level Management
Service
Model
Enterprise Data (GPRS, UMTS)
Accessibility, Retainability, Latency, Throughput
Enterprise Voice (GSM, UMTS)
Accessibility, Retainability, Quality
Monitoring Reporting
Enterprise Care (Order, call problem handling)
Enterprise
Subscriber
Reporting
Enterprise
Diagnostic
Reporting
SLA
Model
Enterprise SLA
Monitoring
Enterprise SLA (Basic, Custom) SLA Assessment
Enterprise SLA
Reporting
KQIs
KQIs KQIs
KQIs KQIs KQIs KQIs KQIs
Enterprise
Nation,
Market,
Cell Area
Data Collection
Transactional
Tektronix
Passive Probe
GPRS, UMTS
(Enterprise
subscribers)
SPOT
Active Test
GPRS, UMTS
MTTR, MTTF, ASA, AHT
Performance
NDR
Scorecard
metrics
2G
Prospect
Scorecard
metrics
3G
Usage
CDRLive
Enterprise
MOU
2G, 3G
KPI KPI KPI KPI KPI
Operations
CTS
Trouble
Ticketing
CMS
Call
handling
EOD
Order
handling
Inventory
CSS
Radio sites
BID
Enterprise
subscribers
Casabyte
Active Probe
GPRS
Mobility
Access
Mobility:
2G / 3G Voice / Data
Mobility
Core
…
Network Operations / IT

SMS service design overview
Availability
SMS
Access Platform Charging
SMS Access
Diagram
Authentication Provisioning
Charging
Diagram
Provisioning
Diagram
Authentication
Diagram
SMS Platform
Diagram

The design overview - propagation rules

Radio access network relationships example

Serene 2014
Hebrew
Thank You
Russian
Grazie
Italian
Gracias
Spanish
Obrigado
Q A
Japanese
Traditional Chinese
English
Merci
French
Portuguese
Danke
German
Arabic
Simplified Chinese
Thai
Köszönöm
Hungarian

SERENE 2014 School: System management overview

Recommended

Recommended

More Related Content

What's hot

What's hot (20)

Viewers also liked

Viewers also liked (19)

Similar to SERENE 2014 School: System management overview

Similar to SERENE 2014 School: System management overview (20)

Recently uploaded

Recently uploaded (20)

SERENE 2014 School: System management overview