Transcript Business Availability Center Overview
Business Availability Center Overview
Speaker’s name, title Date © 2008 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice
IT’s top priority is to align and enable the business effectively
Zero tolerance to performance issues and availability disruptions Business objectives Expect IT service level reports that are meaningful and relevant Business demands IT accountability and transparency No common language Time and resource constraints 2 Maximize customer experience Correlate IT metrics to business processes IT operations Control costs and manage service outages proactively “… business users’ expectations of IT have matured, and now the pressure is on for IT to report their quality of service in business metrics." “Snugly Fitting Your Customers for BSM”, Forrester Research, February 2008.
August 11, 2008
Challenges to alignment with ever increasing business demands
Business impact • Inadequate visibility into business service health Problem identification • Customers are being used as monitoring devices Business service dependencies • Inaccurate relationships between services and IT elements • Unable to track business services • Takes too long to assign problems • Out-of-date view of IT resources and business dependencies • Inability to determine business impact of an IT fault • Difficult to pinpoint a performance issue “43% of all tickets in a service desk are from customers.” -IDC Report for HP, October 2007 80% of mean time to repair (MTTR) is spent on trying to determine what changed* 80% of downtime is caused by unplanned or poorly executed change* 3 August 11, 2008
Do you deliver “business level” information?
Business impact Problem identification Business service dependencies Overall claims processing MVS Unix SQL Server Network Middleware WEB Database Customer Perspective 82.0% 99.1% 99.4% 99.1% 99.4% 99.3% 99.2% 99.8% • • • Business services may be impacted even when system availability looks “green” The business wants to know the health of the whole business, not the underlying infrastructure As a result, the business has minimal visibility into the actual business service health and will discount IT’s ability to manage the services What % of IT problems are identified by end users first?
What applications does this affect? Is it a revenue generating service?
What is the length of time the business is impacted by a disruption? Cost per hour?
4 August 11, 2008
Where do you begin looking to fix performance issues?
Business impact Problem identification Business service dependencies Mission-critical business process layer Business services layer Application services layer Infrastructure services layer IDM Dir Finance Linux .net
Adjudication GIS Geo Tools Custom MS Backup recovery Custom Audit Oracle COP J2EE .net
• • • Composite business processes cross multiple applications Service Oriented Architectures and Virtualization are becoming more common As a result, the MTTR is extended and the business is impacted Where is your first point of notification when a service disruption occurs?
How many different methods are used to assign a priority or identify a problem?
How often are priorities assigned incorrectly to a problem? Delays? Impact?
5 August 11, 2008
What am I really managing?
Business impact CRM Order management Problem identification e-Commerce Finance Business service dependencies • • • Business services span many IT assets dependencies are complex and dynamic Constant on-going changes to meet the demands of the business As a result, end to end visibility is required to keep up to date 6 Do you have visibility within the business process, application components or business transactions, to isolate the performance problem?
How do you keep up with the rate of change?
How do you manage a true “version of the truth” on how IT assets are used today?
August 11, 2008
An unavailable service causes negative business impacts
What is the impact of down-time?
Business Lost or delayed transactions lead customers to switch to other vendors. Company brand negatively impacted.
Finance Increased operational costs as well as lost profit/revenue Operational/IT Spending more time on problem isolation and triage not innovation to improve the business The impact and cost of downtime is really a ripple effect through the business eco-system 7 July 4, 2008
Business service management
HP Software comprehensive approach Integration with key ITSM processes Top-down BSM approach • End-user experience • Top-down problem identification • Business transaction management • Business service level management • Consolidated event and performance • Manage Network as a service • Service impact analysis
UCMDB
Service dependency mapping Discovery services Event Service level management Incident Problem Change Configuration Release Bottom-up BSM approach 8 August 11, 2008
HP’s approach to top-down business service management
Manage by business impact • Provide visibility into business processes and services through role-based views • • Measure business impact and risk from the end user perspective Establish and maintain business-centric service level agreements Accelerate problem resolution • • Identify and prioritize critical business issues proactively Accelerate MTTR by automatically correlating operational information to the business Map service dependencies • • Automate discovery of IT business services, their components, and their interrelationships Provide a “single version of the truth” of the IT environment through a federated CMDB 9 Industry leading end user management, problem isolation tools and service dependency mapping automation August 11, 2008
Business Availability Center
Architectural Overview Middleware J2EE, .NET
CICS /MQ/Tibco/Sonic
End Users Internet/ Firewall Lan/network User/Web front-end Services Middleware Backend and Data Business Process Monitor – Synthetic End user simulation Application Aware Network Management – relating the application to the network (Network Node Manager/RUM) Discovery & Dependency Mapping – population of UCMDB for services, infrastructure and related dependencies RUM/BPI /TV and Diagnostics collect information about real users, business processes and transactions Agents /Agentless (OPC/ SiteScope) – Infrastructure Monitoring including EMS integrations
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BAC Dashboard
• Problem Isolation Tools • Service Level Management • Topology Views • Detailed Reporting • Alert Notifications • Web-based Administration August 11, 2008
Business Availability Center Universal CMDB
Incident management use case
From diagnosis to automated resolution 1 3 Identify service performance degradation 2 Troubleshoot problem to isolate root cause Identify changes to be implemented 4 Create TT/RFC to implement change 5 Implement and automate change to close RFC 1. Service performance notification 2. Gather data to assign SME 3. Bouncing the incident 6 Update CMS (Federated CMCB) 6. Update CMDB timely & correctly?
End User Help Desk “Fire Storms” CMDB 4. Ticket is finally assigned to the correct SME 5. Impact analysis and change management Multiple un-integrated systems and data stores, manually coordinated hand offs → inconsistent troubleshooting, high MTTR 11 August 11, 2008
Closed-loop integrated incident management with HP BAC
HP Business Availability Center 1. Effective business service modeling 12 August 11, 2008
Closed-loop integrated incident management with HP BAC
HP Business Availability Center Synthetic monitoring Real-user monitoring 1. Effective business service modeling 2. Proactively manage end user and customer experience 13 August 11, 2008
Closed-loop integrated incident management with HP BAC
HP Business Availability Center 1. Effective business service modeling 2. Proactively manage end user and customer experience 3. Manage the health of individual business transactions and their inter relationship to IT services 14 August 11, 2008
Closed-loop integrated incident management with HP BAC
HP Business Availability Center 1. Effective business service modeling 2. Proactively manage end user and customer experience 3. Manage the health of individual business transactions and their inter relationship to IT services 4. Assign application problems quickly and accurately to the correct support groups 15 August 11, 2008
Closed-loop integrated incident management with HP BAC
HP Business Availability Center 1. Effective business service modeling 2. Proactively manage end user and customer experience 3. Manage the health of individual business transactions and their inter relationship to IT services 4. Assign application problems quickly and accurately to the correct support groups 5. Provide detailed diagnosis of applications and business transactions 16 August 11, 2008
Closed-loop integrated incident management with HP BAC
HP Business Availability Center 1. Effective business service modeling 2. Proactively manage end user and customer experience 3. Manage the health of individual business transactions and their inter relationship to IT services 4. Assign application problems quickly and accurately to the correct support groups 5. Provide detailed diagnosis of applications and business transactions 6. Manage and report service levels in a way that is meaningful to the business 17 August 11, 2008
Closed-loop integrated incident management with HP BAC
HP Business Availability Center 1. Effective business service modeling 2. Proactively manage end user and customer experience 3. Manage the health of individual business transactions and their inter relationship to IT services 4. Assign application problems quickly and accurately to the correct support groups 5. Provide detailed diagnosis of applications and business transactions 6. Manage and report service levels in a way that is meaningful to the business
Benefits
1. Improved/higher uptime of services 2. Proactive end user management 3. End-to-end visibility into business processes and transactions 4. Manage infrastructure and business based service levels 5. Closed loop incident/problem management via tight integration with ticketing and change management systems 18 August 11, 2008
City of Boston
Public sector “With HP Software, we’re increasingly confident that we know how our applications are performing. We can proactively understand how our infrastructure design and choices impact end users. Eventually we will see solid improvements in our performance and availability metrics, but even today user perception of availability is improved, which is half the challenge.” - David Nero, Director of Enterprise Applications, City of Boston Objective Seek ways to optimize performance Ensure high standards of end user experience Increase availability as its IT infrastructure becomes more complex Approach The city has implemented key HP Software management tools.
19 August 11, 2008 Results • • • IT improvements Some WebLogic scripts run 10 times faster than expected • • IT has better visibility into infrastructure performance and • availability Business outcomes Improved user perceptions of system availability Virtualized deployment of Business Availability Center reduced capital investment costs Improved availability reporting helps set city IT priorities Foundation in place for driving improved performance & accountability
Some of our 1,000+ customers include:
VF Corporation
20 August 11, 2008
Does HP SaaS for Business Availability Center make sense for you?
You have: A global Business Service Management (BSM) vision for a distributed team HP SaaS Provides: Ongoing guidance and expertise in evolving from infrastructure management to BSM 24/7 global monitoring needs Around the clock operational support and availability to monitor your business services Aggressive roll out deadlines Ready to use BAC with a team that provides expertise and can fortify internal project teams Need to focus on the business not IT Broad monitoring infrastructure requirements Ongoing scripting, configuration, administration, maintenance, and upgrades of BAC Scalable monitoring from 80+ global Ability to juggle global audiences, locations from multiple ISPs to meet complex deployments business needs 21 August 11, 2008
Making Business Availability Center plug and play
HP Software ready to use • Business Availability Center − 80+ global monitoring − locations Non-intrusive monitoring over the firewall − BAC Application servers − Databases • Servers, Storage & Network Always there – 24/7 • Application lifecycle management & upgrades • Infrastructure management • 24 x 7 Operations support • Data recovery & backup • 99.9% Availability Guarantee Part of your team • ITIL Certified & BAC Technical Account Manager • Scripting • Ongoing expertise & mentoring driving adoption • Configuration & Integrations High availability Disaster recovery HP SaaS global best practices & processes Change management Capacity management Performance management Security & audit management 22 August 11, 2008
The HP difference
Business Availability Center is a key part of IT operations The BSM leader, offering both top-down and bottom up BSM solutions Link business health with service desk processes that manage incidents, problems and change Manage from the customer experience perspective, to better understand key business metrics Undisputed industry leadership as the #1 BTO and enterprise management company in the world Rapid deployment through managed service deployments or packaged solution offerings Our mission is to be the strategic software and services partner to global enterprise customers 23 August 11, 2008
Why HP Business Availability Center
Manage by business impact through role-based views, and business-centric service levels Accelerate problem resolution and MTTR through proactive identification and correlation Map service dependencies through automated discovery to provide a “single version of the truth” 24 August 11, 2008