1 IT Management On Demand FUJITSU Cloud IT Management as a Service: Delivering Simple, Powerful and Unified IT Management Capabilities shaping tomorrow with you
2 The Challenges of Managing a Dynamic IT Environment Today, just about every business service, process or function is powered by IT, and user expectations for high performance and availability are rising. Consequently, any shortfall in service can send waves of dissatisfaction across the end-user community. With an enterprise s productivity, revenue and reputation at stake, it comes as no surprise that IT managers feel constant pressure to monitor, support and optimize their environments. But with organizations leveraging a diverse mix of cloud-based services, dynamic virtualized tools and legacy on-premise applications, this task has become increasingly more difficult. Further complicating matters is the speed at which new applications, technologies and processes are being adopted. We live in a digital world where apps of all kinds and the overall customer experience have become essential to success. This new reality has created a climate where businesses race to release the next big thing in order to create differentiation. What does this mean for IT managers? It means you must harness a dynamic, dispersed and complex IT environment where the expectations for performance and innovation have never been higher. Success is Tech-fueled Almost three-quarters of IT decision-makers identified improving quality of products or services as a high or critical priority. 1 Improve the quality of our products/services 46% 28% High priority Critical priority When asked what their firm was doing to address this, 42 percent say they plan to launch new products and services faster and more often. 2 Launch new products faster and more often 42% 1 Forrester. Forrsights Budgets and Priorities Survey. Q Ibid.
3 Why Traditional Approaches to Infrastructure Monitoring Won t Do Many organizations rely on an assortment of point monitoring tools to assess service levels across their sprawling IT environments. And because application architectures are becoming more distributed and multi-tiered, IT administrators must reference a variety of platforms to get a single view of a business service. As a result, when a performance failure occurs, IT teams rarely have a quick way to identify, triage and remediate the cause. Furthermore, many legacy or point solutions require a high degree of customization and are difficult to adapt to emerging IT delivery models, like cloud. In the end, this fragmented and inflexible approach to infrastructure monitoring fails to provide the capability and insight needed to proactively optimize performance. Monitoring is Fragmented 64 percent of organizations use a fragmented approach to technology monitoring 3 A mix of solutions centered around the main technology components e.g., storage, network, applications etc. 47% An adhoc mix of tools that have been accumulated over time 17% 3 Forrester Consulting. Application Performance Management Is Critical To Business Success. February 2014.
4 The Shortcomings of the Outdated Service Desk Too often, it is up to the service desk to address the needs of a growing community of end users who are increasingly reliant on IT infrastructure. However, many support teams are constrained by traditional service desk platforms that commonly fall into one of two categories: Broad legacy software suites: To address specific business needs, these platforms require laborious customization and extensive ongoing maintenance that can equate to longer and costlier deployment cycles for new or enhanced services. Limited point solutions: Several point platforms only offer ticketing or incident management, but fail to deliver problem management, change management, service catalog and other critical capabilities that are essential to supporting services in today s complex IT environments.
5 The Pitfalls of Ineffective IT Management What is the result of ineffective IT management? Organizations are susceptible to: Pitfall 1: Firefighting and finger pointing Pitfall 2: Falling behind Pitfall 3: A non-customer-centric focus To see how each one of these consequences can wreak havoc on a business, consider these cases
6 Pitfall 1: Firefighting and Finger Pointing The service desk analysts of an online retailer are busy managing a high-volume of low-complexity requests, such as password resets. As analysts work through the queue of tickets, a critical issue emerges. They are receiving numerous complaints from internal users that ordering systems are taking forever to load. Unable to identify the root cause or obtain a resolution, analysts manually escalate the tickets and the director of IT researches the cause. He tries to get a unified picture of the critical e-commerce application components, but this is a challenge, given that the view is spread across numerous monitoring screens that map to multiple point solutions. As the hunt continues, the problem ripples throughout enterprise applications and ultimately shuts down the retailer s website. The IT director calls in database, storage and application administrators who all check their own views of the disparate systems they monitor, but everything looks fine. Without an obvious cause, they start accusing each other of letting system errors fall through the cracks. The finger pointing escalates as the downtime endures. Finally, the IT director checks to see if a process is running on one of the ordering applications and discovers that it is, in fact, down. Problem solved, but not without a price. The issue results in unhappy customers, lost revenue and a major hit to the IT department s productivity. The Price of Ineffective IT Management Awareness of a critical issue was delayed as analysts spent too much time on high-volume, low-complexity tickets Manual escalations postponed investigation and resolution processes A dispersed and fragmented view of the IT infrastructure slowed troubleshooting and remediation
7 Pitfall 2: Falling Behind The director of IT is being pressured by line-of-business managers to release a new cloud-based CRM system the sales team desperately needs to enhance access and boost performance. But, there is a problem. The IT management platform is not ready, and the release will have to be postponed until the right monitoring and service desk tools are acquired to support the solution. As IT works to add and customize point solutions, additional business demands for internal- and customer-facing applications accumulate. IT teams now face a backlog of new management challenges and despite the urgency of these needs, employees and customers will have to wait for the services they are clamoring for. The Price of Ineffective IT Management Due to the constraints of its IT management platform, the organization could not agilely adapt to changing business demands The acquisition and customization of additional point solutions resulted in: A slow service deployment cycle Increased operational and infrastructure complexity Rising costs
8 Pitfall 3: A Non-customer-centric Focus A highly anticipated and business-critical application is released to an eager market. This single application is reliant on a number of interdependent systems and environments, including a public cloud, a virtualized tool and a server. Each environment is managed by separate IT teams using unique point solutions. With only ticket and incident management tools at their disposal, service desk analysts struggle to troubleshoot and resolve end-user problems in a timely and efficient manner. And though metrics related to performance and availability are being captured in silos, a holistic view of the overall customer experience is missing. As a result, IT teams lack the insight needed to take proactive actions to optimize performance. Meanwhile, so much time is spent putting out fires and managing disparate tools and disjointed views of the IT infrastructure, little to no time is left for customer-centric innovation. The Price of Ineffective IT Management Limited IT management tools equated to poor service desk performance and low first-incident resolution rates Non-integrated IT management silos made it difficult and time consuming to determine optimization strategies Complex and dispersed IT management kept staff focused on maintenance instead of innovation
9 A Case for Unified IT Management The pitfalls of ineffective IT management can be a detriment to the health of an organization. The disjointed legacy and point solutions of the past do not address the growing needs of the dynamic enterprise. In order to obtain a clear understanding of performance, an organization must gain a unified view of all the critical services that a business relies on whether they run in public clouds, private clouds, remotely-hosted environments, enterprise datacenters or a combination. With the right unified IT management solution, it is possible to: Boost service levels Reduce complexity and costs Focus on the future
10 A Case for Unified IT Management The pitfalls of ineffective IT management can be a detriment to the health of an organization. The disjointed legacy and point solutions of the past do not address the growing needs of the dynamic enterprise. In order to obtain a clear understanding of performance, an organization must gain a unified view of all the critical services that a business relies on whether they run in public clouds, private clouds, remotely-hosted environments, enterprise datacenters or a combination. With the right unified IT management solution, it is possible to: Boost service levels Deliver more effective, responsive and reliable services to customers and end users across both cloud and non-cloud IT environments. With a single and comprehensive view of your entire IT infrastructure, you ll be able to identify performance trends and execute efficient root-cause analysis. As a result, you can correct problems before they significantly degrade the end-user experience and impact business performance. Reduce complexity and costs Focus on the future
11 A Case for Unified IT Management The pitfalls of ineffective IT management can be a detriment to the health of an organization. The disjointed legacy and point solutions of the past do not address the growing needs of the dynamic enterprise. In order to obtain a clear understanding of performance, an organization must gain a unified view of all the critical services that a business relies on whether they run in public clouds, private clouds, remotely-hosted environments, enterprise datacenters or a combination. With the right unified IT management solution, it is possible to: Boost service levels Reduce complexity and costs Diminish the administrative burden and costs of running, supporting and managing multiple point solutions that are difficult to use, complex to customize and limited in both scope and scale. Instead, realize the simplicity and power of unified IT management platform that easily scales to support the changing needs of your business and ever-evolving IT infrastructure, including cloud and virtualized environments. With a single management console, your IT teams will share a consistent administrative experience that will lead to increased staff productivity and improved communications across domains and cross-functional teams. Focus on the future
12 A Case for Unified IT Management The pitfalls of ineffective IT management can be a detriment to the health of an organization. The disjointed legacy and point solutions of the past do not address the growing needs of the dynamic enterprise. In order to obtain a clear understanding of performance, an organization must gain a unified view of all the critical services that a business relies on whether they run in public clouds, private clouds, remotely-hosted environments, enterprise datacenters or a combination. With the right unified IT management solution, it is possible to: Boost service levels Reduce complexity and costs Focus on the future Access the tools you need to better measure, track and improve business performance. With unified customer- and business-centric monitoring, you ll be able to aggregate performance data from disparate IT sources into custom dashboards, giving you a complete picture of the user experience. This will become increasingly important as more and more cloud services are adopted which sit outside the traditional boundaries of IT management. Your IT teams can assume a truly proactive role and make calculated adjustments to improve customer satisfaction and service performance. And using the automation, knowledgebase and workflows built into the system, you can enhance the productivity and effectiveness of your staff. More importantly, you ll have time to focus on the future, setting your sights on innovative and customer-centric services that can position your business apart from the competition.
13 Introducing FUJITSU Cloud IT Management as a Service FUJITSU s Cloud IT Management as a Service is a suite of SaaS-based applications providing the infrastructure, application monitoring and services desk capabilities needed to support an efficient and cost-effective IT management operation. By leveraging FUJITSU Cloud IaaS Trusted Public S5 and Global Delivery Centers, FUJITSU Cloud IT Management as a Service enables you to rapidly deploy flexible, high-performing IT management solutions as and when needed. The suite currently comprises two modules, powered by CA Nimsoft, a CA Technologies advanced service management platform: Monitoring as a Service: FUJITSU Monitoring as a Service offers a single, unified interface for tracking all the vital, dynamic resources your business relies on. It gives you the comprehensive monitoring insights needed to ensure your services perform optimally at all times. Monitoring as a Service is a complete solution, enabling you to choose the capabilities and coverage your business needs from a comprehensive plug and play architecture. Service Desk as a Service: FUJITSU Service Desk as a Service is a comprehensive IT service management solution with built-in information technology infrastructure library (ITIL)-based best practices and action-based workflows for managing, coordinating and optimizing all aspects of service delivery.
14 Why FUJITSU With a 30-plus year track record in managed service delivery, FUJITSU has extensive experience in both deploying and delivering monitoring and service desk solutions on a global scale. Because we understand how to optimize IT management, we can help your organization realize a maximum return on investment. A Trusted Leader in IT Management Services FUJITSU Cloud IT Management as a Service combines the power of CA Nimsoft with FUJITSU s enterprise-grade cloud delivery model. By using our services, you can gain the functionality you need without the infrastructure and maintenance overhead associated with traditional on-premise solutions. Our FUJITSU Cloud IT Management as a Service platforms are strategically and globally located within our gold-standard, tier III datacenters giving organizations reliable, on-demand access to a comprehensive set of unified monitoring and service desk tools. What s more, Nimsoft fully supports FUJITSU hardware, including FUJITSU PRIMERGY servers and ETERNUS storage. And, thanks to Nimsoft Monitoring Probes, you can promote energy efficiency within your enterprise with the capability to observe energy consumption across your IT environment. Making Cloud Adoption Safer and Simpler FUJITSU Cloud IT Management as a Service forms part of the functionality of FUJITSU Cloud Integration Platform (FCIP). This comprehensive solution helps clients integrate, monitor and manage cloud services alongside existing on-premise systems. Through FCIP, it is possible to take a business-led approach to innovation. It provides a complete set of integration tools so you can adopt the cloud services your business units need whether from FUJITSU or other cloud providers while simultaneously addressing issues of data management, governance and service quality. Managing Hybrid IT Most organizations run a mix of public and private cloud services along with existing non-cloud systems. The FCIP puts you in control of such hybrid IT environments. With FCIP, you can integrate new services with existing infrastructure so you re monitoring and managing all business-critical IT as a whole. FUJITSU Cloud Integration Platform Management Portal Resource Provisioning & Reporting Process & Data Integration Data Management System & Process Monitoring Service Management Identity & Access Management Future Service On Premise FUJITSU Cloud Other Clouds
15 Additional Information and Resources To learn more about FUJITSU Cloud IT Management as a Service, please contact your FUJITSU sales representative, FUJITSU business partner, or visit our website: application/saas/it-management/ In addition to FUJITSU Cloud IT Management as a Service, we provide a range of platform solutions that can help your business innovate, cut costs and become more agile. FUJITSU 2014 FUJITSU LIMITED Fujitsu, the Fujitsu logo, are trademarks or registered trademarks of Fujitsu Limited in Japan and other countries. Nimsoft is a trademark or a registered trademark of CA Technologies in the United States and other countries. Other company, product and service names may be trademarks or registered trademarks of their respective owners. Technical data subject to modification and delivery subject to availability. Any liability that the data and illustrations are complete, actual or correct is excluded. Designations may be trademarks and/or copyrights of the respective manufacturer, the use of which by third parties for their own purposes may infringe the rights of such owner.