Konsolidert driftsovervåking: Hvordan OMi 8.10 gir radikalt bedre oversikt over tilstanden til din IT infrastruktur Rolf Frydenberg Manag-E Nordic AS

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1 Konsolidert driftsovervåking: Hvordan OMi 8.10 gir radikalt bedre oversikt over tilstanden til din IT infrastruktur Rolf Frydenberg Manag-E Nordic AS

2 Agenda The Operations Bridge Concept Moving to a Next Generation Operations Bridge Introducing OMi OMi highlights OMi Benefits

3 Manag-E Nordic 32 ansatte i Norge, 5 i Sverige 47.5 MNOK omsetning i 2007, ~60 MNOK i 2008 HP Software Partner of the Year 7 ganger fra 2000 til og med 2008 Leverer programvare, løsningsdesign, konsulenttjenester, opplæring og support: Alle løsninger/produkter i HP BTO porteføljen IT Service Management ogitil (prosesser og verktøy) Konsulenttjenester innen områder som drift, sourcing og IT-strategi Kontorer i Oslo, Bergen, Stockholm

4 What is an Operations Bridge? Applications Experts only work on incidents: That truly need their attention Cannot be automatically fixed Using clean, enriched, verified incident information Under control of a repeatable, optimized, tracked service desk process...leaving them time to focus on rolling-out new functionality for the business Infrastructure Operations bridge* ALL events go to the Operations Bridge De-duplicated and root event determined to give actionable conditions Prioritized based by business impact Verified (automatically using run-book automation if possible) Enriched with extra state information and experts advice If application performance problem, triaged to determine cause area Automatically fixed, if possible Routed to appropriate team *ITIL V3 definition: Operations Bridge : A physical location where IT Services and IT Infrastructure are monitored and managed.

5 Tier 3 Architects Applications The Operations Bridge Incidents that require a SME Any remaining unsolved incidents Infrastructure Application support Server support Network support Storage support Tier 2 Administrators Tier 1 Support Open ticket in service desk routed to SME Unsolved incidents Operations bridge Cross domain event consolidation & resolution Business Process Monitors Transaction Monitors User Experience Monitors App. Internals App. Monitor Native Server Tools Server Monitors Storage Monitors Network Monitors 3 rd party and open source Issues

6 Why implement an Operations Bridge Optimize use of IT staff resources High quality IT operations through: o Controlled, repeatable, optimized processes o More automation of discovery and deployment of monitoring Focus Operations activities on the priorities of the business Faster resolution of problems Better able to tell the business what is happening versus providing conflicting information or no information Deliver more VALUE to the business REDUCE OpEx

7 The event* management conveyor Activities within a typical Operations Bridge Incident passed to Level 2 Experts No Diagnosis Escalate No Defined fix Monitor and Detect Correlate Filter Alert (action) Classify and Notify Correlate Filter Assign Prioritize Incident Severity Impact Analyze Health Root cause Rectify Guided action Manual process Continual Service Improvement Detect ALL events Categorize Impact Analysis Diagnose Rectify * ITIL V3 definition of an event - "any detectable or discernable occurrence that has significance for the management of the IT infrastructure or the delivery of IT service and evaluation of the impact a deviation might cause to the services.. (ITIL Service Operation book, Page 35).

8 The event management conveyor Optimizing Operations Bridge Solutions Improve productivity and effectiveness of Operations (reduce OpEx) Improve business alignment of Operations activities Mean Time To Repair Fast / low effort Fast / low effort Incorrect impact = delays in fixing Manual activity = slow Fast (potentially!) Detect ALL events Categorize Impact Analysis Diagnose Rectify Incident passed to Level 2 Experts Monitor and Detect Correlate Filter Alert (action) Classify and Notify Correlate Filter Assign Prioritize Incident Severity Impact Analyze No Diagnosis Health Root cause Escalate Rectify No Defined fix Guided action Manual process Continual Service Improvement

9 Introducing Operations Manager i 8.0 (OMi) A new product set built using BSM technologies new BSM console UI technology, UCMDB, advanced correlation technologies and a lot more. Tightly integrated with existing BSM products. Common look and feel with BAC 8.0 user experience. Installs as a hypervisor to existing HP OM technologies no rip and replace. OMi Topology Based Event Correlation BSM Platform OMi Health Perspective Views OMi Event Management Foundation Operations Manager Agents Agents Agents Agents Agents Agents

10 Improving Operations Bridge effectiveness: Requirements: o Simplify administration of Business Service definitions o Increase accuracy and ease of use of impact analysis o Relate all events with the latest know Business Service and Infrastructure discovery and health information. Impact Analysis Reduced manual effort for experts, focus their time on more productive activities Increase trust in impact analysis enable operators to use the facilities productively. Maintain accuracy of business service views in flexible IT infrastructures Solution: OMi Event Management Foundation

11 OMi Event Management Foundation Utilizes BSM console as User Interface - Consistent with BAC UCMDB is THE data store Single cross solution repository Common Business Service definition BAC Apps BPM SLM.. Tango x-domain Service Impact events X-domain Health UCMDB BAC Apps BPM RUM.. Discovery Comprehensive: Includes discovery data from multiple providers - DDM, SPIs, NNMi, EUM EUM OM alerts DDM OM SPIs NNMi Timely: new infrastructure is included within Business Service definitions in OMi as soon as it is discovered As real time as the discovery Agents Agents 3rd party NNM OM Agents Agents alerts SiS HP Confidential

12 OMi Event Foundation

13 Improving Operations Bridge effectiveness: Diagnose Infrastructure health Requirements: o Dynamic health / status determination based on the discovered environment Minimize manual maintenance effort for experts, focus their time on more productive activities o Increase accuracy and ease of use of health visualization o Display infrastructure health in the same context as the Business Services Enable operators to trust what they see and quickly understand impacted infrastructure. Quickly determine how impacted infrastructure relates to business services. Solution: OMi Health Perspective Views

14 OMi: Health Perspective Views Accurate Real-time IT infrastructure health views One model for whole BSM stack. True health status on multiple KPIs Consolidated event management KPI degradations Event details Root event analysis Accurate Infrastructure CI Health views based on ALL available events Presented in a context consistent with Business Service views in OMi and BAC

15 Health Perspectives KPIs

16 Improving Operations Bridge effectiveness: Diagnose Root Cause Analysis Requirements: o Automatically identify and group events which relate to a single incident. Focus operators on related events without manual intervention o Identify the cause event and the symptoms o Adapt to changes in infrastructure automatically Reduce MTTR focus operators on what matters quickly. No manual effort or delays in maintain rules associated with diagnosing root cause. Solution: OMi Topology Based Event Correlation

17 Topology Based Event Correlation Simplified event view enable focus on what matters to the business Minimizes distraction for operations teams and experts

18 Current discovered Topology utilized to correlate related events Related events analyzed to determine SYMPTOMS and CAUSE Topology Based Event Correlation Applies dynamic logic to the topology and health of the infrastructure to identify Root Cause Operators know which event to fix and MTTR is reduced.

19 Topology Based Event Correlation Storage team needs to fix this NOT the database or Employee Self Service Application specialists Focus the right team on dealing with the incident Eliminate duplication of effort and chasing false leads.

20 OM and OMi All events sent to OMi go via OM (bidirectional sync also) All deployment / configuration of OM agents, monitoring definition (policies), tools and actions is initiated and performed from the OM server. All tools / action requests initiated from the OMi server are channelled thru the OM server to OM agents. Editing / creation of policies is performed on the OM server. External notification interfaces (TT, paging etc.) are still maintained on the OM server. OM server is (may be) the Report generator. OM SPIs can populate UCMDB (topo sync) External Notification / paging Agents Agents Health OMi Event TBEC HP Operations Manager alerts events OMi Web based User interface HP BSM Foundation OM SPIs Discovery UCMDB OM could be headless from an operations perspective. BUT having it act as the admin proxy means we do not have to do a rip and replace upgrade to enable OMi to be used. 3rd party NNM OM Agents Agents SiteScope

21 The event management conveyor Optimizing Operations Bridge Solutions Improve productivity and effectiveness of Operations (reduce OpEx) Improve business alignment of Operations activities Mean Time To Repair Fast Fast Incorrect impact = delays in fixing Manual activity = slow Fast (potentially!) Good coverage Automated Some administration Effective Largely Automated Minimal administration Understanding business service impact requires ongoing administration Inaccurate prioritization Challenging to accurately determine infrastructure health. Determining root cause is difficult in a sea of events Detect ALL events Categorize Impact Analysis Diagnose Rectify Incident passed to Level 2 Experts Relatively effective (embedded help and tools) Automation. Monitor and Detect Correlate Filter Alert (action) Classify and Notify Correlate Filter Assign Prioritize Incident Severity Impact Analyze No Diagnosis Health Root cause Escalate Rectify No Defined fix Guided action Manual process Continual Service Improvement

22 Visualizing Infrastructure Health Health indicators utilize the discovered context of the CIs Adapt to new discovery without manual administration Can include consideration of ALL events with related CIs KPIs Health indicators Incidents / Exceptional Events KPIs display the aggregated state of CIs based on health AND outstanding Incidents OOTB health KPIs for availability and performance Health indicators expose precise state of CIs based on events and using a single common model Health indicator used for generic event impact analysis State-full events and low-level events 1 st correlation of events OM End-User Storage NNM 3 rd Party (OEM, etc) Domain mgrs generate events Add infra cloud

23 Why implement an Operations Bridge Optimize use of IT staff resources High quality IT operations through: o Controlled, repeatable, optimized processes o More automation of discovery and deployment of monitoring Focus Operations activities on the priorities of the business Faster resolution of problems Better able to tell the business what is happening versus providing conflicting information or no information Increase 1 st level Operations Staff Productivity. Reduce experts involvement in day to day Operations. Less admin, less escalations. Increase focus on what matters to the business Reduce MTTR for incidents.

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