How To Use Itil To Improve Your Business

Transcription

1 Measuring the Customer Experience using HP BSM March 8, 2012

2 Brought to you by Vivit Business Service Management Special Interest Group (BSM SIG) Leaders: Sandy Schubert. Jim Copio & Mark Laird Your input is welcomed on new topics!

3 Today s Presenter Mary Kay Petersen Director IT Service Management & Enterprises Security Mentor Graphics

4 Housekeeping This LIVE session is being recorded Recordings are available to all members Session Q&A: Please type questions in the Questions pane

5 Webinar Control Panel Toggle View Window between Full screen/window mode. Questions

6 VIVIT Business Service Management Special Interest Group (BSM SIG) Measuring the Customer Experience using BSM Mary Kay Petersen Director, IT Service Management & Enterprise Security Mentor Graphics January 2012

7 Mentor Graphics Electronic Design Automation o Founded in 1981 o EDA manufacturer (primarily software) o Publicly held (NASDAQ: MENT) o $1B in revenues o Headquartered in Wilsonville, Oregon o ~5,000 employees o ~250 IT employees o ~70 sites worldwide o Work from anywhere workforce 7

8 Company Strategy Target Chip & Board Design Engineers Mentor Graphics enables companies to develop better electronic products faster and more costeffectively. o Growth focused on solutions for emerging markets Aerospace Automotive High Tech Mobile o Design Challenges Designing for smaller geometries Validating complex designs before fabrication Optimizing for performance and power Maximizing manufacturing yields 8

9 Mary Kay Petersen Director, IT Service Management & Enterprise Security Joined Mentor Graphics in 1994 Background in Oracle & SAP ERP, CRM, Engineering Productivity, Architecture & Global Operations Initiated use of ITIL framework Champion of the customer & running IT as a business Co-Chapter Leader VIVIT HP Service Management SIG 9

10 IT Organization Customer Relationship Management Program Management Service Management Global Divisional and World Trade Support License and Install Architecture and Standards Enterprise Security Relationships/ Communications IT Governance Vertical and Niche Services Enterprise Services Enterprise Software Solutions 10 Global Operations

11 IT Strategy Three Tenets Information Technology is a service-based organization paid to enable the business of Mentor Graphics Innovation Deliver Global Strategies Deliver Leading Edge Services/Solutions Continuous Improvement Customer Service & Operations Customer Service Excellence Operational Excellence Fiscal Excellence Employees and Teams Empowered Risk Taking We the Team Me the Employee 11

12 IT as a Business ERP for IT 12

13 HP Software ERP for IT HP Software selected in 2007 as a strategic vendor for running the business of IT at Mentor Graphics HP Software at Mentor Graphics HP Asset Manager 9.30 HP Business Process Monitor 9.03 HP Business Service Manager 9.10 HP DDMa 9.04 HP DDMi 9.30 HP Operations Manager 9.10 HP Operations Orchestration 9.00 HP Project & Portfolio Manager 9.30 HP Quality Center 11 HP Server Automation 9.10 HP Service Manager 7.11 HP SiteScope

14 Enterprise Monitoring Focus on the customer experience Find problems with our IT systems before our customers do! Project Objective Statement Establish service monitoring from an end-user perspective for the 30 most critical applications listed on the IT Critical Incident Reference Guide by January 31, 2012 Ananthan Thandri Mentor Graphics VP/CIO 14

15 Enterprise Monitoring Project Approach Mentor Graphics first reviewed Mercury end-user monitoring solutions in 2005 with an exhaustive POC. Too good to be true! was the common sentiment. Solution Acquisition Approach Conduct an assessment to identify gaps/roadmap RFP with vendors (HP already strategic vendor) RFP winner conducts Proof of Concept (~week) Make a value decision at end of PoC Start with a small paid pilot to learn (~quarter) Make value decision at end of pilot Walk away or scale based on pilot results Use consulting to implement and train staff 15

16 J9 Technologies Former Mercury Employees J9 Technologies is a certified Hewlett- Packard Elite Enhanced Partner, specializing in Business Service Management and Application Performance Lifecycle management. Our journey began in 2010 with a free assessment by J9 Review current monitoring landscape Leverage investments where practical Identify gaps in monitoring & provide roadmap Conducted a 90-day paid pilot with J9 to learn the value proposition of HP BSM for Mentor Graphics Selected a fairly complex business transaction Bought APM 360 & SiteScope & Consulting Learned which software provided value & licensing 16

17 Service Monitoring Our Gaps & Roadmap ITIL based assessment focused on maturity of service design, service transition and service operations Three focus areas on roadmap: Migrate SLO s to SLA s (service design) Conduct performance validation of prioritized, key applications (service operations) Deploy event management, end-user and application monitoring --- unify system and business process monitoring --- establish a central operations bridge (service operations) 17

18 Service Monitoring Project Objectives & Benefits Ratified list of Critical IT Services and Key Performance Indicators BENEFIT: Agreement with customer on what is critical and what defines success Measurement of Critical IT Services from a Customer Perspective BENEFIT: Visibility into end-user experience of business-enabling services Performance Trending and Out of Bounds Alerts BENEFIT: Application performance & availability trends distributed to IT managers Centralized Visibility of IT Alerts BENEFIT: Improved awareness of service interruptions throughout IT organization Consistent Critical Incident Response BENEFIT: Reduced time to respond with better incident handling 18

19 Service Monitoring Implementation Using HP SiteScope templates for service health and Business Process Monitor for synthetic user transactions Broke project into five batches of six transactions Established a startup kit for application teams involved in end-user monitoring Kit defined prerequisites necessary to setup a synthetic user transaction Scheduled consultant when we had prerequisites completed for a batch --- most work done in-house Established release process for new or modified transactions 19

20 Service Monitoring 30 Applications Actively Monitored! 20

21 Service Monitoring Results Very nice initiative from IT to proactively make sure we can continue to do our work! Chris Burger Director, Global Operations Order Fulfillment system availability is vital to ensure Mentor can book late in the quarter business Financial system availability early in the quarter is vital to ensure Mentor can report earnings Service Monitoring initiative has vastly increased business confidence that IT knows critical transactions are functioning 21

22 Service Monitoring Lessons Learned Information Technology is now having data driven discussions with the business on application availability and performance Discussions with the business on which specific transactions were critical and how to best monitor was priceless --- formed the basis for SLA Set up of monitoring user took much longer than anticipated especially when best method to monitor involved creating monitoring transactions After knowledge transfer from J9, Mentor Graphics is largely setting up our own synthetic transactions Support of HP SW via a VAR (J9) is exceptional 22

23 Server Monitoring Focus on utilization Are we fully utilizing our server investments? Greg Hinckley Mentor Graphics President BONUS Project Objective Statement Establish globally consistent server monitoring (CPU and Memory) on all engineering standalone, GRID and virtual servers --- data to be used to determine when to make future capital investments Results! ~2100 servers monitored with SiteScope in ~100 days Company deflected 90% of server capital spend this quarter based on data from SiteScope 23

24 Enterprise Monitoring Next Steps IT Service Management established creditability on our ability to deliver monitoring as a service --- business is booming! Deployment of SiteScope for IT Operations Deployment of SiteScope in new Regional Data Centers for engineering Set up ucdmb and DDMa to link components dependencies underlying Critical IT Services Further deployment of BPM for next tier of Apps Set up Operations Manager to consolidate events Evaluating HP Service Health Reporter 24

25 Thank you Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Confidentiality label goes here

26 About J9 Technologies J9 Technologies is an HP-Elite Certified Gold Alliances Partner specializing Business Service Management (BSM), Application Performance Lifecycle (APL) and Application Lifecycle Management. J9 is successful by ensuring that our customers realize a quick return on return on investment from HP products by ensuring services delivered on time and on budget. Our specialization brings together best-of-breed solutions from HP Software, proven methodologies, and top talent. J9 delivers the following service offerings: Consulting Services BSM (all components), Diagnostics & TransactionVision Application Lifecycle Management (all components) Go Live Application Performance Testing Business Transaction Management BAC to BSM and QC to ALM Upgrades Remote Services Administrative and scheduled maintenance Training and support BSM and ALM ongoing consulting Onboarding new applications Educational Services Business Services Management (all component) PC, LR + Diagnostics TransactionVision Scripting courses, including Web 2.0 protocols HP Product Support and Maintenance J9 Provides Tier 1 & 2 Support Access to J9 and HP Knowledge Bases Deep Tier 1 product knowledge 911 and Architecture Assessment Services Addresses highly visible production incidents Address ongoing application issues ITIL Incident/Problem Management Best Practices Development Application Performance Management Application Lifecycle Management Business Service Management Business Transaction Management