Success Factors in APM Adoption

Transcription

1 Auto Club Group Success Factors in APM Adoption By: Larry Dragich Director, Enterprise Application Services February 2013

2 Vision Enterprise Systems Management: Provide proactive system monitoring, maximizing system utilization to support the business needs.

3 Roles Enterprise Systems Management will be the focal point for IT performance monitoring and capacity planning activities; achieved by partnering with the Subject Matter Experts (SME s) within each of the technical domains and the application development areas.

4 Performance Monitoring (ESM) ESM will be the focal point for performance monitoring activities, (i.e. Data Center alerts, Trouble Ticket Interface, Event Correlation) for events that occur within the Infrastructure and it s components Performance Tuning (SME s) Other technical domains, (e.g. Network, Server, Application Development), are responsible for tuning activities to make efficient use of resources, (i.e. defining thresholds, transaction timings, instruction text)

5 Continual Service Improvement (CSI) Using the CSI concept (ITIL v3.0), our team drives the Application Performance Management (APM) meetings that convene bi-weekly to review and improve critical business application performance.

6 Top Down Monitoring Incident Management (ITIL) End User Experience Reporting (Metrics) Bottom Up Monitoring Larry Dragich, Director EAS The Auto Club Group April 2012

7 End User Experience The EUE provides one of the highest values within the five dimensions of APM as defined by Gartner, in terms of application visibility for the business. APM is the translation of IT metrics into business meaning (value). This is accomplished through multiple technologies and interlinking processes. The success factors in APM adoption center around the EUE and the integration touch points with the Incident Management process.

8 Top Down Monitoring This is also referred to as Real-time Application Monitoring which is the cornerstone that gives the EUE its tangible value. It has two has two components: Passive monitoring is usually an agentless appliance which leverages network port mirroring. Also referred to as Real User Monitoring (RUM) technology. Active monitoring consists of synthetic probes and web robots which help report on system availability and predefined business transactions.

9 Bottom Up Monitoring This is also referred to as Infrastructure Monitoring which usually ties into an operations manager tool. The Manager of Managers (MoM) becomes the central collection point where event correlation happens. System automation is the key component to the timeliness and accuracy of incidents being created.

10 Reporting (Metrics) Capturing the raw data for analysis is essential for an APM strategy to be successful. These are key reporting metrics. Use 5 minute averages for real-time performance alerting and use percentiles for overall application profiling and Service Level Management It is important to arrive at a common set of metrics that you will collect and then standardize on a common view on how to present the real-time performance data.

11 Incident Management (ITIL) The Incident Management Process as defined in ITIL is a foundational pillar to support Application Performance Management (APM). This is a key component to the timeliness and accuracy of incidents being created through the Event Management process. APM supports the CSI model and ties together specific processes in Service Design, Service Transition, and Service Operation.

12 Metrics Metrics Metrics Reporting Service Level Management (SLM) Passive Monitoring (Port Mirroring) Active Monitoring (Robots / Probes) Events Data Center Operations Manager Event Correlation Incidents TTI Engine Incident Management Service Desk Top Down Monitoring Incident Management (ITIL) End User Experience Reporting (Metrics) Application Env. End-User-Experience Bottom Up Monitoring

13 Metrics Metrics Metrics Reporting Service Level Management (SLM) Passive Monitoring (Port Mirroring) Active Monitoring (Robots / Probes) Events Data Center Operations Manager Event Correlation Incidents TTI Engine Incident Management Service Desk Enterprise Mgmt Tools Device / App Agnostic Feeder Systems Other App Monitors Device / App Specific Feeder Systems Top Down Instrumentation Application (Users Perspective) Real User Monitoring (RUM) Agentless Synthetic Transactions (Probes Robots) User Experience Mgmt. (UEM) Script Injection Bottom Up Instrumentation Infrastructure Monitoring Application Env. End-User-Experience Infrastructure Agent Monitoring SNMP Trap Receiving Process Monitoring / Ping Scripts / Perl Scripts

14 Enterprise Agents SNMP 3 rd Party Alarms Enterprise Managers Trap Listener Front Door (Custom) Audible Alerts 3 rd Party Connectors MoM Incident Ops Console RUM Agentless Analysis Engine J2EE /.NET Agents Ops Agents Service Probes BSM Web Probes Incident Manager Larry Dragich EAS Chris McDevitt, IT Architect The Auto Club Group May 2012 Monitor ESM System Logical Connection Incident Output

15 Real User Monitoring Web Robots Synthetic Probes Bridge Connector Servers Firewalls Virtual Servers Agent Protocols Data Center Operations Manager SNMP Listener SNMP Traps UPS Devices Encryption Devices SNMP Traps Network Sniffers WAN Optimization PBX Switches Routers / Switches Larry Dragich, Director EAS The Auto Club Group May 2012

16 Application Performance Management Service Design Service Transition Service Operation Service Level Management Availability Management Capacity Management Change Management Release Management Event Management Incident Management Problem Management Continual Service Improvement Larry Dragich, Director EAS, The Auto Club Group March 2012