End User Monitoring - Myths & Facts

Transcription

1 End User Management - hvordan IT-drift får oversikt over kundens opplevelse av applikasjonene Rolf Frydenberg Manag-E Nordic AS

2 Innhold Innledning 5 myter om monitorering HP End User Monitoring løsningen Avslutning

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 Hvordan forretningen ser på IT Konklusjon: IT må snakke kundens språk for å få respekt!

5 Myth 1 If you monitor everything, you will understand the end-user perspective Claims Processing 82.0% Customer Perspective MVS 99.1% Unix SQL Server 99.4% 99.1% Network Middleware WEB 99.4% 99.3% 99.2% Database 99.8%

6 Myth 2 We ve got things covered. We ll just respond to the few customer calls Result Poor customer experience Potential loss of revenue Increased IT cost Upset business owners

7 Myth 3 If I can ping the website, then the application is working well The entry point working, doesn t mean that the transaction is working well 7

8 Myth 4 When there s an application performance problem, we know exactly who should get the ticket Perceptio n Reality

9 Myth 5 By reporting infrastructure metrics, IT is fully aligned with the business IT: The router s down Communications Gap Business: What does that mean? Can users book a ticket online? Knowing what a router is doing is nice, but a router has never paid a bill IT needs to measure and report on what the business cares about and pays IT for

10 End User Management busts all 5 IT monitoring myths Infrastructure monitoring is not enough See poor user experience before your customers do Understand health of end user steps Allocate problems to the right group Service levels that are meaningful to the business Need to monitor customer experience Need proactive alerting Complete user interaction capture End-user performance drill-down Businesscentric service levels

11 Getting started with customer experience monitoring

12 Attack points for end user New York Singapore London management CICS, MQ, TIBCO, Sonic Users Internet/ Firewall Load Balancer Web /App Servers Services Middleware Backend and Data Synthetic User Activity Real User Activity

13 Synthetic User Switzerland Synthetic User Activity Synthetic User United States Launch Script Step 1 Step 2 Step 3 Report + Alert Synthetic User Singapore Description Simulated users run scripts at regular intervals from multiple locations Benefits Proactive notification when no one is using the service (i.e. before banks open) Create business-centric service levels Measure from multiple locations

14 Real User Activity Step 1 Step 2 Step 3 Report + Alert Description Benefits 14 Captures the actual user experience, with step-by-step screen shots Protects user privacy Provides insight into real user behavior patterns Improves triage processes Quantify user and business impact 14

15 End User Management Architectural Overview New York Singapore CICS, MQ, TIBCO, Sonic London Users Internet/ Firewall Load Balancer Web /App Servers Services Middleware Backend and Data Requirement Synthetic Real Check health when no one is using Monitor from multiple locations Diagnose actual user problems Track user behavior patterns Complete capture of business processes Service level reporting

16 HP solution for End User Management 16

17 Combined monitoring high visibility Synthetic monitoring Real-user monitoring Pinpoint Offending Transaction Dynamic Real-time visibility for application performance Performance Over time by Geography Correlation and trending for real behavior and performance impact PREDICITIVE AND DYNAMIC VIEW

18 Application Performance Impact Application connection OK Real time performance impact Correlated real time view for performance bottlenecks 18

19 What can end-user monitoring tell you? Still happening? One location or all? What is normal regional variation vs. exception? Real and synthetic? Where is time spent in the transaction? Characteristics over time?

20 Deep end user information Complete transaction view over time Performance KPI trends Triage transaction breakdown analysis

21 Reporting to the business in their terms IT metrics such as server uptime don t translate into business reality To track business service levels, you need enduser monitoring Service level reporting should be automated and show real-time and trend views Real-time service level reporting to prioritize based on business criticality Trend views to proactively identify breaches

22 Business-aligned service level reporting Real-time service level reporting to prioritize based on business criticality Trend views to proactively identify breaches over time Service level reports are automated and show real-time information

23 NEW - Business Process Lite The [BPI] Business Process Modeller ships with BAC and is accessible without BPI License Model Business Processes, including modelling top down relationships to underlying CI s Visualize in the BAC Dashboard application the health of business process based on these underlying services Can not track process instances Think of it as a form of custom map!

24 Business Process Lite flow shown in BAC Dashboard

25 Building BAC value Enhanced BAC Dashboard All-around view of a service providing available business impact data, including: Hierarchy Key relationships between all configuration information KPI s Valuable key performance indicators for better decision making Business Impact (SLM) Profound understanding of risk to business objectives Alerts Easily view which business services are in trouble Changes Discovery of changes that have business impact Incidents Track incidents related to CIs in the selected hierarchy

26 New 360º Console existing Hierarchy

27 New 360º Console Business Impact

28 End user management summary

29 Why HP End User Management? HP End User Management Customer focused IT aligns with the business Complete End User Management solution with industry leading active and passive monitoring Manage by business-centric priorities Resolve problems quickly with integrated diagnostics Application life cycle support to reduce time to market for application changes Improve service levels Manage business impact Minimize customer downtime

30 Manag-E leverer HP End User Management - og hele resten av BTO porteføljen!