HP Software Navigate 2014 Navigate towards a service-aware organization

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1 HP Software Navigate 2014 Navigate towards a service-aware organization The information contained herein is subject to change without notice.

2 Today s agenda - Morning program 09:45 10:00 Welcome and introduction Raymond Huner Country Director, HP Software Nederland 10:00 10:20 The Navigation Journey to Service Excellence Jeroen Kortsmit Commercial Director, Royal Dirkzwager 10:20 11:00 Think BIG, start small when connecting the dots for running the New Style of IT Erik van Busschbach Global Chief Technology Officer for IT Management at Software Professional Services 11:00-11:20 Coffee Break Some Service Excellence Testimonials 11:30-12:10 Integrated BSM and ITSM supporting the Detection to Correction process Rob Akershoek Solution Architect, an oil company 12:10-13:30 EmerginFrom reactive isolated element monitoring to proactive integrated Business Service Monitoring (NL session) Jan Goudriaan Projectleider Gemeente Rotterdam & Tom Flipse Symfoni 12:30-13:30 Lunch at the Networking Zone 2 Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

3 Today s agenda - Afternoon program Afternoon Breakout Sessions 13:30 14:00 Improve your overall IT service quality with proactive problem management Service Management / Propel Martyn Birchall HP 14:05 14:35 Manage change effectively and comprehensively with a reliable Configuration Management System CMS and Discovery Frank van Veen HP Moving beyond ticket management with Service Anywhere; fast affordable and on-demand. Service Anywhere Donald Morgan HP Customer case: Thales Transportation Systems Partner session Arcade ICT Bart Smit Thales Transportation Systems What s new in BSM? BSM Liron Lichterman HP Get clear and transparent analytics across your entire IT Operations Bridge Liron Lichterman HP Taking back control of your IT service life cycle CMS and Enterprise Maps Erik van Busschbach HP Application Rationalization & Agile Delivery Do more with less, faster PPM/APM, Agile Manager Andre Sibov InovaPrime 14:35 15:00 Coffee break 15:00 15:30 Get your Assets right Asset Management Lucas De Lamper Symfoni Customer case: Thales Transportation Systems Partner session Arcade ICT Bart Smit Thales Transportation Systems BSM (service monitoring) light and how to maximize the value of Service Delivery to the Business BSM Light Andre Sibov InovaPrime Fix problems before your (mobile) users are impacted Application Performance Management (APM) & APM for Mobile Xavier Chevalier HP 15:40 16:15 An IT Management Transformation Experience Workshop Aernoudt Bottemanne Client Principal Software Professional Services, HP &Kees Van Den Brink Solution Architect, HP 16:15 17:00 Closing Cocktail Let s Navigate! 3 Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

4 Partners 4 Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

5 5 Royal Dirkzwager The Maritime Information and Service Provider - - Royal Dirkzwager The Maritime The navigation journey to service excellence Jeroen Kortsmit Commercial Director - Royal Dirkzwager

6 Royal Dirkzwager The Maritime Information and Service Provider - - Royal Dirkzwager The Maritime Taking the Lead Dirkzwager neemt met haar diensten, applicaties en systemen de leiding. Dirkzwager kent de haven als geen ander dankzij jarenlange ervaring. Klanten kunnen 100% vertrouwen op de maritieme informatie van Dirkzwager. Eigen handelen Ideeën acties Bijdragen aan succes Innovatief Marktgericht Onderscheidend Innovatief Alert Betrouwbaar - Samen

7 Royal Dirkzwager The Maritime Information and Service Provider - - Royal Dirkzwager The Maritime The navigation journey to service excellence waar naartoe proactief hoe komen we er processen innovatief in control IT navigatie remote samenwerken servicegerichtheid

8 Royal Dirkzwager The Maritime Information and Service Provider - - Royal Dirkzwager The Maritime Synergie met scheepvaart Navigatie - inzicht Infrastructuur & Services Van papieren kaart naar high tech brugsystemen In control Schip Bemanning Lading

9 Royal Dirkzwager The Maritime Information and Service Provider - - Royal Dirkzwager The Maritime Processen Synergie met scheepvaart Van reactief naar proactief Innovatie Samenwerken Processen aan boord Integratie systemen en netwerken Remote oplossingen Minder (kwalitatief) personeel Processen met onshore Management by exception Afstemming met derden Van kosten naar investering

10 Complete ship solutions = Systems + Capabilities + Service & Maintenance PORT SERVICES CONNECTIVITY NAVIGATION Air & Water Distribution Energy Distribution ICT Infrastructure HEATING VENTILATION & AIR CONDITIONING WATER MANAGEMENT SYSTEMS ENTERTAINMENT INFORMATION TECHNOLOGY ENGINEERING ADVICE& CONSULTANCY PROJECT MANAGEMENT ELECTRICAL INSTALLATION COMMISSIONING SITE TRAINING SERVICE & MANAGEMENT MAINTENANCE PROPULSION POWER GENERATION & DISTRIBUTION SHIP MOTION CONTROL (AUTOPILOTS) ENGINE ROOM AUTOMATION SPECIALTIES

11 Royal Dirkzwager The Maritime Information and Service Provider - - Royal Dirkzwager The Maritime Servicegerichtheid Synergie met scheepvaart Niet varen om het varen maar lading afleveren IT niet voor IT maar business ondersteunen Remote service

12 Royal Dirkzwager The Maritime Information and Service Provider - - Royal Dirkzwager The Maritime Kernwaarden Betrouwbaar Alert Innovatief Samen Doelstelling/bestemming Inzicht en Controle Proccessen/Werkinstructies/ Werkafspraken: nieuwe manier van werken Samenwerken over de keten

13 Royal Dirkzwager The Maritime Information and Service Provider - - Royal Dirkzwager The Maritime Tot slot Bepaal samen met uw leverancier/partner uw gemeenschappelijk doel Ik wens u een inspirerende dag toe!!

14 HP Software Navigate 2014 Thank you The information contained herein is subject to change without notice.

15 HP Connecting Software Navigate 2014 the dots for the new style of IT Think BIG, start small Erik van Busschbach WW IT Management Chief Technologist HP Software Professional Services April 2014 The information contained herein is subject to change without notice.

16 1.45, The information contained herein is subject to change without notice.

17 +0, The information contained herein is subject to change without notice.

18 Connecting the dots for running the New Style of IT Connected Why? Intelligence + What? + How? + With What? 18 The information contained herein is subject to change without notice.

19 Every years, ICT goes through a period of creative destruction. This time around, the new model is built on the Four Pillars (Mobile, Cloud, Big Data, and Social). This will create a mass extinction event that will effectively wipe out established technologies, services and players - just as Client/Server and the Web did in the 1990s. IDC Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

20 Mobile +80% -28% Cloud +40% -25% Big data +70% -15% 20 The information contained herein is subject to change without notice.

21 More than a million parts flying in close formation 2.0 Realized by a supply chain of component suppliers and the airplane manufacturer The information contained herein is subject to change without notice.

22 A new style of IT is emerging Service Centric Converged Security Enterprise Agile Multi Supplier 22 The information contained herein is subject to change without notice.

23 Success = Goal * Insight * Control 23 The information contained herein is subject to change without notice.

24 Customers Ask IT s all about adoption Know my business Cloud has arrived I m going (back) to core-business Tell me how! Think holistically products, support, consulting, and education. Be the expert, like no-one else can be Controlled Modification Push the Boundary Standard System Adoption Tie your solution together from strategy to technology Be consistent in your approach 24 Provide solutions, not just technology The information contained herein is subject to change without notice. Reduce time to value! Use best practices!

25 Connecting the dots for running the New Style of IT Connected Why? Intelligence + New Style What? of IT + How? + With What? 25 The information contained herein is subject to change without notice.

26 New Style of IT Think BIG, start small Service Strategy Converged Security Centered around Strategy to Portfolio Centered around Detect to Correct Enterprise Agile Multi Supplier Centered around Requirement to Deploy Centered around Request to Fulfill 26 The information contained herein is subject to change without notice.

27 IT Value Chain Blueprint for the New style of IT Service Strategy Converged Security Centered around Strategy to Portfolio Centered around Detect to Correct Enterprise Agile Multi Supplier Centered around Requirement to Deploy Centered around Request to Fulfill 27 The information contained herein is subject to change without notice.

28 Leveraging business value chain success in IT Designed with customers using real world use cases Designed with customers Shell, Achmea, AT&T, PwC, Accenture, Munich RE, HP Disney, NBC, Nestle, ING, Barclays, Proctor & Gamble, Paychex, Rabobank, Raiffeisen, AkzoNobel, Standards based Michael Porter s value chain lean manufacturing value stream concepts Cobit, ITIL, SAFE, 28 The information contained herein is subject to change without notice.

29 HP Building ALM Masters a new 2014 fully integrated approach for managing IT,, based on a common industry data model, will give an important boost to our effort of becoming a world class IT provider. We expect that workflows will become simpler and that data can be better shared between management activities, thereby creating unprecedented levels of information to help us make more informed decisions for the future of IT in our company. Hans van Kesteren, VP & CIO Global Functions, Royal Dutch Shell Success = Goal * Insight * Control! The information contained herein is subject to change without notice.

30 Deliver Right Service, Right price, Right time Centered around Strategy to Portfolio Service Strategy Converged Security Centered around Strategy to Portfolio Centered around Detect to Correct Enterprise Agile Multi Supplier Centered around Requirement to Deploy Centered around Request to Fulfill 30 The information contained herein is subject to change without notice.

31 Deliver the Right Service, Right price, Right time Centered around Strategy to Portfolio For business and IT initiatives to be successful, they must provide business value in a continuous and sustainable way! Internal budget driven monopolist Controlling the spend within the budget In- or external IT service provider offering cost per service 31 The information contained herein is subject to change without notice.

32 Deliver the Right Service, Right price, Right time Centered around Strategy to Portfolio Architecture Service Design Engineering Strategy & Goal Mgmt. Change Mgmt. BRM/CRM Service Demand Mgmt. IT Portfolio Mgmt. Project Mgmt. Finance Workforce Management Service Catalog Mgmt. Policy Mgmt. Requirements Mgmt. Req. Eng. This work is based upon material developed and published by the IT4IT Consortium 32 The information contained herein is subject to change without notice. Discipline Capability Key Discipline Capability Auxiliary Discipline Capability Interface Customer trigger Activity flow

33 Continuous Delivery for Enterprise Agility Centered around Requirement to Deploy Service Strategy Converged Security Centered around Strategy to Portfolio Centered around Detect to Correct Enterprise Agile Multi Supplier Centered around Requirement to Deploy Centered around Request to Fulfill 33 The information contained herein is subject to change without notice.

34 Value Continuous Delivery for Enterprise Agility Centered around Requirement to Deploy Dev/Test Self-Provision Automated Release & Roll-back, Monitoring & Incident Resolution Automation PLAN CODE BUILD TEST RELEASE DEPLOY IT OPS DevOps Phase 2 Continuous Delivery DevOps Phase 1 Continuous Integration Agile Development DevOps Phase 3 Continuous Operations Project promotion Product promotion IT Services management Agile DevOps 34 The information contained herein is subject to change without notice.

35 Continuous Delivery for Enterprise Agility Centered around Requirement to Deploy S2P Service Request Mgmt. S2P Project Mgmt. Change Mgmt. IT Operations Mgmt. S2P Requirements Mgmt. Service Configuration Mgmt. S2P Capacity Mgmt. Availability Mgmt. Service Design Engineering Service Implementation & Unit Test Service Test Mgmt. Release & (Deployment) Mgmt. Service Catalog Mgmt. Service Measurement & Reporting Incident Mgmt. Auth. and Access Mgmt. Service Level Mgmt. Problem Mgmt. This work is based upon material developed and published by the IT4IT Consortium 35 The information contained herein is subject to change without notice. Discipline Capability Key Discipline Capability Auxiliary Discipline Capability Interface Customer trigger Activity flow

36 Hybrid Service Delivery with Multiple Suppliers Centered around Request to Fulfill Service Strategy Converged Security Centered around Strategy to Portfolio Centered around Detect to Correct Enterprise Agile Multi Supplier Centered around Requirement to Deploy Centered around Request to Fulfill 36 The information contained herein is subject to change without notice.

37 Hybrid Service Delivery with Multiple Suppliers Centered around Request to Fulfill CIO CIO Business units Clear responsibilities and accountability Compliance and security Service assurance and quality Internal organization In-house applications Data centers Private cloud services Workplace services Demand? Services External suppliers Hosted services Outsourced services Service sourcing strategy Visibility of the service portfolio Cost effective, predictable service usage Cloud services Communication services 37 The information contained herein is subject to change without notice.

38 Hybrid Service Delivery with Multiple Suppliers Centered around Request to Fulfill Services Sales Mgmt. Incident Mgmt. Capacity Mgmt. R2D Service Request Mgmt. Accounting Service Measurement & Reporting (Release &) Deployment Mgmt. IT Operations Mgmt. R2D Service Catalog Mgmt. Change Mgmt. Service Configuration Mgmt. Service Asset Mgmt. (Request) Supplier Mgmt. Knowledge Mgmt. Procurement This work is based upon material developed and published by the IT4IT Consortium 38 The information contained herein is subject to change without notice. Discipline Capability Key Discipline Capability Auxiliary Discipline Capability Interface Customer trigger Activity flow

39 Security embedded across Service Delivery Centered around Detect to Correct Service Strategy Converged Security Centered around Strategy to Portfolio Centered around Detect to Correct Enterprise Agile Supplier Management Centered around Requirement to Deploy Centered around Request to Fulfill 39 The information contained herein is subject to change without notice.

40 Security embedded across Service Delivery Centered around Detect to Correct 40 The information contained herein is subject to change without notice.

41 Converged Security Disciplines Centered around Detect to Correct R2F R2D, R2F IT Operations Mgmt. Service Measure and Reporting Event Management Incident Management Service Implementation & Unit Test Problem Management Knowledge Mgmt. Services Sales Mgmt. Configuration Management Change Management Release& Deployment Mgmt. Service Demand Mgmt. This work is based upon material developed and published by the IT4IT Consortium 41 The information contained herein is subject to change without notice.

42 IT Value Chain Blueprint for the New Style of IT Centered around Strategy to Portfolio Centered around Detect to Correct Centered around Requirement to Deploy Centered around Request to Fulfill 42 The information contained herein is subject to change without notice.

43 New Style of IT Think BIG, start small Journey s towards the new style of IT Deliver right service, right price, right time Centered around Strategy to Portfolio Embed security across service delivery Centered around Detect to Correct Continuous delivery for enterprise agility Centered around Requirement to Deploy Hybrid service delivery with multiple suppliers Centered around Request to Fulfill 43 The information contained herein is subject to change without notice.

44 Connecting the dots for running the New Style of IT Connected Why? Intelligence + New Style What? of IT + Think BIG How? Start small + With What? 44 The information contained herein is subject to change without notice.

45 Think BIG - Competencies realize the IT value chain Line of Business Hybrid IT Delivery Portfolio Mgmt Strategy to Portfolio Requirements Mgmt Requirement to Deploy Service Request Mgmt Request to Fulfill Detect to Correct Incident Mgmt Suppliers & Cloud Vendors 45 The information contained herein is subject to change without notice.

46 Start Small Prioritize your next step Service Strategy Converged Security People Process Technology Enterprise Agile Supplier Management Adoption 46 The information contained herein is subject to change without notice.

47 Connecting the dots for running the New Style of IT Why? What? How? Connected Intelligence New Style of IT Think BIG Start small With What? 48 The information contained herein is subject to change without notice.

48 Think BIG, start small Transformation Workshop Journey s towards the new style of IT Service Strategy Converged Security Centered around Strategy to Portfolio Centered around Detect to Correct Enterprise Agile Multi Supplier Centered around Requirement to Deploy Centered around Request to Fulfill 49 The information contained herein is subject to change without notice.

49 Think BIG, start small Product Centric Solutions Journey s towards the new style of IT Service Strategy Converged Security Centered around Strategy to Portfolio Centered around Detect to Correct Enterprise Agile Multi Supplier Centered around Requirement to Deploy Centered around Request to Fulfill 50 The information contained herein is subject to change without notice.

50 Connecting the dots for running the New Style of IT With Why? What? How? What? Connected Intelligence New Style of IT Think BIG Start small 51 The information contained herein is subject to change without notice.

51 Where do you start Think BIG, start small Journey s towards the new style of IT Service Strategy Converged Security Centered around Strategy to Portfolio Enterprise Agile? Centered around Detect to Correct Multi Supplier Centered around Requirement to Deploy Centered around Request to Fulfill 52 The information contained herein is subject to change without notice.

52 53 The information contained herein is subject to change without notice.

53 Thank you 54 The information contained herein is subject to change without notice. 54

54 HP Software Navigate 2014 Detect to Correct Integration of HP BSM, HP UCMDB and HPSM in a multi-vendor sourcing model The information contained herein is subject to change without notice.

55 Introduction Detect to Correct HP BSM, UCMDB and HP SM integration at Shell Detect to Correct value chain (IT4IT reference model) IT process framework Multi-vendor sourcing model (and challenges) Tool architecture (overview) Service Models (in CMDB) and maintenance of CMDB Top down / bottom up monitoring Lessons learnt 56 The information contained herein is subject to change without notice.

56 IT4IT reference framework Detect to Correct 57 Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

57 IT4IT reference framework Detect to Correct HP ALM HP BSM HP SM HP UD HP UCMDB 58 Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

58 SHELL IT PROCESS MODEL MAPPED TO DETECT TO CORRECT INFORMATION RISK MANAGEMENT 4.1 MANAGE PORTFOLIO 6.4 SUPPLIER PERFORMANCE MNGT 6.2 CAPACITY MANAGEMENT 6.5 SERVICE LEVEL MANAGEMENT 6.6 AVAILABILITY MANAGEMENT 7.1 CHANGE MANAGEMENT 7.2 CONFIGURATION MANAGEMENT 7.3 RELEASE MANAGEMENT 7.5 INCIDENT MANAGEMENT 7.5 PROBLEM MANAGEMENT 7.6 SERVICE MONITORING / EVENT MNGT 5.2 SOLUTION DEPLOYMENT 7.7 OPERATIONS MANAGEMENT 7.8 REQUEST MANAGEMENT KNOWLEDGE MANAGEMENT 59 Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

59 Multi-vendor service management Challenging alignments with service providers. Network Supplier Services Applications Desktop Hosting Storage. Configuration management Security & Risk Management Request management Service Monitoring Portfolio: Catalog of IT Components IT Services EUC Network Storage Applications IT Management Incident Management IT Service Management Bus Automated Discovery & Auditing CMS SEMANTIC MAPPING Change & Release Management Service Model Business processes IT services COMMON BUSINESS Service LANGUAGE Model User Components Billing / Invoicing Application Costs Support SLM Compliance Business Klant Kanaal Product Processen Finance Compliance 60 Supply Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Demand

60 Supplier Interfaces Key interactions with external service providers Interface Tool Description Event management interface HP BSM Service dashboard, major incidents, event correlation, event notification Change management interface HP SM Change calendar collect all changes from internal and external service providers (including planned outages). Incident management interface Configuration management interface Request management HP SM HP UCMDB Automatic incident creation; major incident notification (see also HP BSM) Supplier configuration data Request new infrastructure components or modifications (e.g. new server) Reporting interface IT data warehouse Supplier SLA performance reports Billing / Invoice IOL Collect invoices from suppliers. Validate against CMDB. 61 Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

61 Multi-vendor sourcing model Application Landscape 1 Application components Application Support Teams Application Landscape 2 Application components Application Landscape N Application components >3000 applications servers database instances Database Database Database Database services Server Server Server Hosting & Storage Hardware Hardware Network Network Network Network provider 62 Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

62 Sup plier Shell Shell External versus internal management (and monitoring) Business Process Application Application Component (Middleware) Hosting & Storage, Network Supplier Shell Supplier Shell Supplier Shell Supplier Shell Each external service provider (except for outtasking) is responsible to monitor the IT components and services provided to Shell (for which they are responsible). Applications service providers are using the Shell standard IT4IT tools. 63 Retained Infrastructure ISP Hosting Platform as a Software as (internal) as a service Service a Service Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Business process outsourcing

63 DETECT TO CORRECT TOOLSET Function Tool Description IT Service management system HP Service Manager (SM) Incident, problem and change management (e.g. planned outages). Service dashboard and event management system HP BSM, HP BSM Service Health Event collection and correlation, Service health dashboard Service monitoring HP BPM Availability, Performance monitoring from end-to-end perspective Infrastructure Monitoring Different tools managed by suppliers e.g. OpNet, Nagios, SCOM, Tivoli, Splunk, etc. Log monitoring HP ArcSight Security log monitoring, Log analytics. Component monitoring (servers, databases, middleware, ) Notification system MIR3 Automated notification to key stakeholders and support teams. CMDB (service models) HP UCMDB and HP AM Maintain service models, configuration items and support groups, SLA Reporting / data analytics SAP BO SLA scorecard, availability and performance reporting 64 Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

64 BSM Framework (Building Blocks) Requests Incidents, Changes IT data warehouse Shell ITSM system (HP SM) IT Reporting (SAP BO) INT3 Incidents Changes INT4 Service Dashboard / Service Health 5 KPI / Metric Calculation INT5 2 1 SLA reporting Availability and performance reporting BSM System Diagnostics / Analytics HP OMI (event management system) 3 Run Time Service Model Availability & Performance Database Events Database 6 7 INT7 INT8 Federated CMDB (HP UCMDB) Notification System (MIR3) CMDB INT6 Incidents, Changes CMDB Supplier ITSM system(s) Supplier CMDB & Discovery Suppliers HP, T-systems, AT&T, 8 Event / Data Management Interface INT1 Supplier Event Management System Events & Monitor data repository Supplier Monitoring 9 tools Events / Data 9 INT2 4 Monitoring / Data Collection Recovery action Operations Management Tools Events / Data 9 Security Event Management (HP ArcSight) Events / Data Security Monitoring 65 Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

65 HP BSM Collect and correlate events and incidents from multiple service providers. Collect performance and availability data Perform business impact assessment (including validate planned outages) Service dashboard actual status and health of business applications Synchronize Run Time Service Model with the Federated CMDB (HP UCMDB) Automated notifications (e.g. SMS, ) Automated incident creation / update Validate events against incidents reported by end-users 66 Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

66 HP Business process monitor (BPM) HP Business Process Monitor (BPM) is a synthetic monitoring solution that simulates business transactions. Proactively monitor end-to-end enduser experience by simulating key business transactions (from different locations internal and external) Monitor the performance (response times) and availability of applications from an end-user perspective. Quick identification of performance or availability issues (event generation) Collect KPI metrics for SLA reporting (availability and performance reporting) 67 Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

67 Example 68 Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

68 Data flow HP ALM HP SM Emergency change Interaction Incident Problem Known Error Change Event HP BSM Monitoring data (e.g. performance, logs, ) Fix / Configure Operations Tools Release Deployment Tools 69 Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

69 IT landscapes (and landscape managers) 70 The information contained herein is subject to change without notice. 4/28/20 7

70 IT landscape/service model administrations Document management system (MS SharePoint) Enterprise Architecture (SA, PV) Application Portfolio (HP APM) Configuration Management System (CMS) (HP AM and HP UCMDB) Manage process and IT architecture. Manage portfolio of IT services, applications, releases, portfolio interfaces and technology portfolio. Perform portfolio analysis and defined roadmaps. IRM system (Archer) Administration of all deployed applications, IT services, interfaces (solution interfaces) and infrastructure components to support IT processes such as incident, problem and change management. 71 Maintain IT risks and compliance data The related information to IT contained services herein and applications. is subject to change without notice. Linking applications and interfaces to underlying IT infrastructure. 71

71 CMDB HP APM Service & Application Portfolio Management Manage portfolio of services and applications Overview: Description: Business Processes Applications Technical Comp. Technical Component Configuration Items Business Process Releases n n n n Deployment Release 1 n 1 Portfolios (Ownership) n Service / Application Release Portfolio Deployment Deployments n n Server Database Server Database Server 1 Server Service / Application: An application or service represent the set of capabilities/functions which fulfills a specific set of business requirements. For example: Shell People. The application and its releases represents the investment/asset of the IT organization. Release: A specific identifiable version of an application (typically as an output of a project). An application can have one or more releases. For example: Shell People R Deployment: The physical deployment of an application targeted for one or more specific user community. Users subscribe to deployments. A specific application release can have multiple deployments. For example: Collective Production, Collective Test environment. Technical Component: It is the underlying software product acquired from a vendor and is used to build the business solution for Shell. Often referred to as commercial-off-the-shelf products (COTS). For example: SAP CRM 7.0. Portfolio: Each application belongs to one portfolio. Business Process: An application supports one or more business processes / functions. 72 The information contained herein is subject to change without notice.

72 Data Model (Example) Example APEX manages the entire life cycle of applications from portfolio planning, through development, operations and retirement. Business Process: Hydrocarbon Accounting Business Process 73 APEX makes a distinction between applications (service), releases and deployments: Application: An application represent the service that is delivered to the business from a portfolio perspective (investments). Release (or version): A specific identifiable version of an application (typically as an output of a project). An application can have one or more releases. Deployment (instances): The physical installation of an application targeted for one or more specific user communities. Each deployment could have a different BC values (similar as the current formal definition of an E- PIMS application instance) The information contained herein is subject to change without notice. BIA (in Collective) BIA (in Collective) BIA (in Collective) Database:: OESH132P Deployment:: EC-SEPCO (PROD) Server:: AMSDC1-S-9992 BC Database:: OESH183P Release:: EC 9.01 Application:: ENERGY COMPONENTS Deployment:: EC-SEIC (PROD) Server:: AMS1-S Release:: EC 10.x Deployment:: EC-SPDC (PROD) Database:: EPGDSECP BC Server:: LAG-S Application (Service) Releases (versions) Deployments (instances) Infrastructure components

73 Service Model Key Relationships / Dependencies 74 The information contained herein is subject to change without notice.

74 Background: maintaining IT landscapes/service models in CMDB Infrastructure components (such as a server or database instance) are ordered through the Shell Request management system (MyRequest). Service/Application Portfolio Management (APM system currently E-PIMS) Landscape Application (portfolio item) Infrastructure components must be linked to applications defined in the CMDB (modeling IT landscapes). Configuration Management (HP AM and Federated CMDB) Application solution instance (PROD) Application solution instance (DEV/TEST) Depends on Maintaining service models is essential for managing costs (and invoice verification), perform demand/capacity planning, manage SLA/supplier performance and support operational processes such as event, incident and change management. Requests Depends on Software Element (e.g. database ) Network interface Depends on (on uses) Host (Environment) IP Installed software Depends on (or uses) Host (Environment) Software Element (e.g. database ) Host (Environment) Depends on Host (Environment) Link applications to key infrastructure resources (e.g. servers and databases) in the CMDB

75 Example application landscape 76 Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

76 Automatically link infrastructure components to applications Start Request REQUEST SYSTEM (SUPPLIER) Request ID R1000 R1001 R1002 Catalogue Item Database Server Server Request ID SHELL REQUEST MANAGEMENT Catalogue Item Application CI R1000 Database CRM_PROD R1001 Server CRM_PROD R1002 Server CRM_PROD Service catalogue Supplier Service catalogue Create configuration items Publish applications to MyRequest CI Name CI Type Request ID CRMDB 01 Database R1000 Supplier CMDB Federated CMDB (HP UCMDB) CRM_PROD AMSDC1-S-8010 Server R1001 AMSDC1-S-8012 Server R1002 Depends on Depends on Depends on CRMDB01 AMSDC1-S-8010 AMSDC1-S-8012 CRMDB01 AMSDC1-S-8010 AMSDC1-S-8012 Server 1 Network interface IP Installed software Server 1 Network interface IP Installed software 77 The information contained herein is subject to change without notice.

77 Top-down and bottom-up approach End-to-end Monitoring Component Monitoring (Suppliers) IT landscape model Service Applications Hosts Events Resources Incidents reported by users Incidents reported by suppliers Model of the service based on CIs and relationships 78 CMS The information contained herein is subject to change without notice.

78 Global Command Center (GCC) 1. Automatic Proactive analysis Deterioration of key metrics are detected by the BSM platform and an alert is raised to GCC 2. Situation at Risk detection Elements part of redundant systems fail and a Situation at Risk incident is assigned to GCC to follow the situation. Follow the evolution of the situation with the proper support team, implementing a change rollback if required 3. Manual Proactive Analysis Periodically, and for relevant applications a GCC user can: Extract summary reports indicating the usage of key resources and events on the components supporting the application Analyze events and metrics evolution, detecting trends and implementing in time resolution measures 4. Root Cause analysis In case of an application outage, the user logs in to BSM dashboard and identify the element compromising the service and ensure is handled by the proper support group (internal or supplier). Key functionality Automated event management Dashboard Reporting Services Proactive Analysis 79

79 Landscape Manager (application support teams) 1. Application behavior analysis The operator reports on the evolution of the application performance for the monitored transactions It can verify the changes on application performance, availability and errors If a systematic cause is identified, corrective actions can be suggested 2. Component landscape visibility The operator verifies the events associated with the components supporting the application If a systematic cause is identified, corrective actions can be suggested 3. Root Cause analysis In case of an application outage, the operator logs in to BSM dashboard and identify the element compromising the service and ensure is handled by the proper support group (internal or supplier). Key functionality Dashboard Reporting Services 80

80 Example

81 Lessons learnt Monitoring in multi-vendor sourcing models Build monitoring as part of application design / development ( monitoring ready ) Provide base monitoring across all landscapes (infrastructure monitoring such as servers and database) Involve application support teams Provide a standard monitoring service with predefined on-boarding procedures Build generic interfaces to receive events from suppliers or other monitoring tools (send message, event log, SNMP) Service Models in CMDB integrated with request and change management Application portfolio management identify applications to be monitored Automate periodic checks (as performed by application support teams) Contracts with service providers (e.g. install agents for discovery, monitoring, etc. ensure supplier provide data according to standard interfaces) Ensure suppliers forward incidents (to the service dashboard) Cloud monitoring cloud servers such as Amazon are typically not managed / monitored Learn from incidents to improve monitoring scripts / checks 82 Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

82 HP Software Navigate 2014 Thank you The information contained herein is subject to change without notice.

83 Jan Goudriaan Projectleider Van re-actief elementbeheer naar pro-actief ketenbeheer

84 Agenda Gemeente Rotterdam Oorsprong en achtergrond Waar staan we nu Waar moeten we naartoe als Rotterdam Invoering HP BSM (doelen, fasering) Lessons learned

85 (Gemeente) Rotterdam Stad: inwoners en dus belanghebbend Stadsregio Rotterdam: 1.2 miljoen inwoners, het merendeel als klant ook belanghebbend

86 Gemeente Rotterdam - algemeen Verschillende onderdelen: Bestuur Vijftal clusters Dienstverlening Stadsbeheer Maatschappelijke Ontwikkeling Werk en Inkomen Stadsontwikkeling Serviceorganisatie (waaronder ICT)

87 Gemeente Rotterdam - ICT Wat getallen: gebruikers werkplekken applicaties 2 datacenters 300+ locaties 350 FTE ICT personeel ondergebracht in een SSC

88 Gemeente Rotterdam - ICT Waar bestaat de dienstverlening uit? Kantoorautomatisering E-dienstverlening Maar ook cluster specifieke ICT oplossingen Watermanagement Verkeer en vervoer Ingenieursbureau Bodemonderzoek

89 Waar komen we vandaan Voor 2013

90 Waar staan we nu ICT Directie Technisch Beheer Informatie Management Tooling Nagios / Cacti / NNMi / Handmatige documentatie Applicatie Beheer Gebruikers Ondersteuning CiscoWorks / Cisco UCS / Commvault/ Data Protector Projecten / Advies Storage Essentials / Altiris / Powerfuse HP Operations / SiteScope / Vcenter Oracle OEM / ASM / NetApp / OnCommand system mangement Planon / System Insight manager /.

91 Waar moeten we naar toe Consolidatie infrastructuren naar één Concern ICT Infrastructuur Nieuwe werkplek gericht op HNW010, BYOD Applicatie rationalisatie Minder personele kosten, dus minder FTE`s Kwaliteit van de dienstverlening moet omhoog Nieuwe SMT tooling Invoering Asset Management Invoering Business Service Management

92 Invoering Business Service Management Bestaande software: HP SiteScope HP Operations HP Business Availability Center HP Netwerk Node Manager Uitbreidingen HP ucmdb HP BSM OMi

93 Invoering Business Service Management Weergave van het traject wat we gestart zijn Configuration Management Systeem Business Service Management Discovery proces Modelleren Busines services Consumers/providers Functionele uitbreidingen tbv Basis Inrichten ucmdb UCMDB/DDM Service en management Configuration (cfg/chg) Manager Functionele uitbreidingen tbv HP (OMi/ketens) Upgrade huidige tools -> BSM 9 Ready Uitbreiding BAC omgeving Inrichten OMi en RTSM Inrichten Service Health intelligence BAC Operations Manager Network Node Manager BSM Platform Uitbreiden EUM Uibreiden BSM9 platform met Sitescope Additionele BAC Tools (SLM) RTSM modelleren Koppelen BAC Koppelen OM en NNM Impact analyse Capaciteits planning Rapportage

94 Vertrekpunt projectopdracht Hogere mate van gebruikerstevredenheid Bijdragen aan professionaliseren ICT Beheer Proactief voorkomen van storingen Juist en tijdig informeren van gebruikers

95 Gedetailleerde resultaten Transparanti e naar business Service Delivery Inzicht single point of faillure Eénduidigheid! Snelle root cause Impact analyse vooraf Realtime informatie Service Support

96 Runtime service model Business Business Service Business Process Organisatie Organisati e Service Service Support Support Service Diensten Dienst Data Application Application Support Processes Interface Federatie/Functioneel Data Application Component Support Process Interface Infrastructure Database Software Installation Logical System Servers/NAS/SAN/Cluster Infrastructuur Storage Device Physical System Network Device Environment Facility Serverruimte / Rack

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