Darwinian evolution of Operations Manager. February 4, 2015 Copyright 2014 Vivit Worldwide Copyright 2014 Vivit Worldwide

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1 Darwinian evolution of Operations Manager. February 4, 2015 Copyright 2014 Vivit Worldwide Copyright 2014 Vivit Worldwide

2 Brought to you by Copyright 2014 Vivit Worldwide

3 Hosted by Rocky Pisto Vivit Chapter/SIG Leader Copyright 2014 Vivit Worldwide

4 Today s Speakers William Gillen Director, Systems Engineering Fidelity Investment Ian Bromehead Sr. Product Marketing Manager HP Software Copyright 2014 Vivit Worldwide

5 Housekeeping This LIVE session is being recorded Recordings are available to all Vivit members Session Q&A: Please type questions in the Questions Pane Copyright 2014 Vivit Worldwide

6 Webinar Control Panel Toggle View Window between Full screen/window mode. Questions Copyright 2014 Vivit Worldwide

7 Darwinian evolution of Operations Manager: How Fidelity have dramatically increased their efficiency by evolving to HP Operations Bridge William Gillen Director, Systems Engineering, Fidelity Investment Ian Bromehead Sr. Product Marketing Manager, HP Software

8 Who is this? Charles Darwin Theory of Natural Selection Survival of the Fittest! Born 12 February 1809 England University of Edinburgh Medical School 5-Year Voyage on HMS Beagle Committed naturalist

9 Dealing with Darwin.. The digital business evolution means achieving world class operations and monitoring Great companies innovate at every phase to thrive! Differentiation bold enough to win! Alignment, focus, and productivity in all aspects of competition!

10 OM2OMI Evolution HP s Operations Management evolution program

11 Where are you in your IT monitoring evolution journey? Are you satisfied with your service availability? Are you reacting quickly enough to problems? Is your operations most effective? Can you cope with the increasing complexity of IT? Is your monitoring agile enough? No clear YES to all of the above? Grow by evolving your IT monitoring strategy! Service-driven Operations Bridge Analytics-driven Operations Bridge Consolidated event and performance management

12 OM to Operations Bridge evolution: The journey HP Operations Manager HP Reporter Consolidated event and performance management HP Operations Bridge Premium Service-driven Single pane of glass Adaptive event Mngt Dynamic service Health Built-in event reduction Automated monitoring Cross-domain reporting HP Operations Bridge Ultimate Analytics-driven All of Premium + Log intelligence Business impact Root-cause analysis Predictive analysis Runbook automation You own HP Operations Manager You are entitled to HP Operations Bridge Premium You can upgrade to HP Operations Bridge Ultimate

13 Why the HP Operations Bridge matters to YOU! Cross domain consolidation Improved business lines revenue Focus on root cause Business aware prioritization Automation Analyze, predict and remediate Ease of use & Operator engagement Increased service availability Increased speed of application delivery Increased operational efficiency Enhanced visibility to all stakeholders Reduced total cost of ownership Business Savings

14 Interested? Next steps Familiarize with the benefits and the journey Explore in details the features and benefits of the Operations Bridge Premium and Ultimate Discover how HP can help you for your evolution journey Try OMi10 here and discover its amazing ease of use and scalability for more details: hp.com Contact your HP account contact or partner to get the evolution started!

15 OM to Operations Bridge evolution: Quick time to value! Investment protection Simple evolution Increased value Same proven processes License entitlement Same collectors Step by step guides Evolution tools At your pace New innovative capabilities 70% MTTR improvement 100% automated M.A. will allow us to significantly reduce the TCO "MyBSM very flexible"-"... a pleasure to work with it "Existing features are very good "We ve switched off OMW OMi is great

16 Fidelity Investments and Operations Bridge

17 Fidelity Investments - Will Gillen One of the largest mutual fund and financial services groups in the world Privately Held Headquarters in Boston, MA Will Gillen 14 year veteran of administering and designing enterprise IT monitoring solutions to ensure stability of global business applications and infrastructure environments. Spent most of this time mastering HP monitoring tools ranging from Openview, BSM, NNMi, OMi, Operations Orchestration and SiteScope. Regular presenter at the HP Discover conference Contributor in four sessions ranging from OVO deployments, SiteScope best practices and Monitoring Automation. Also participated in blogs and case studies for HP.

18 Asset Management Leveraging its diverse global investment management expertise and insights, Fidelity's Asset Management division is focused on delivering the best customer experience in the financial services industry. It does this by offering client solutions, from traditional mutual funds and ETFs, to managed accounts and institutional mandates. Technology Organization Strive to be the best technology team in the Asset Management industry. Our innovative, industry leading investment tools are used globally and give AM a competitive advantage. Infrastructure and Services organization provides technology solutions to support a global AM workforce.

19 Infrastructure 150 A Rated applications supported and over 1000 total applications under management. (Over 2000 servers and 300 network devices) Command Center Global Support Presence between US & India 18 Operators accounting for 24x7 coverage ~20k actionable events per month MTTR today is 2 hours and 51 minutes without escalation (jumps to 4 hours and 12 minutes when escalation is required) MTTR is a KPI which we are targeting in 2015 and looking to improve based on escalation best practices and monitoring enhancements as the Operations Bridge matures Monitoring Team 9 Engineers with a global deployment between US & India 24x7 on-call coverage Handle ~115 service requests per month Manage ~80k monitors across the environment

20 Industry Leading Best Practices Automation First Level Support Integrated / Consolidated Tools First Level Support Flexibility and Scale Positioned to Support Future Growth Pre X7 Coverage New England 2011 Automation Strategy Global Support Planning Automation Implemented Global Support Live Site Strategy 8 Time Zones 6 Time Zones EST HKT BST IST-Dublin 1 Time Zone EST BST IST-Dublin JST CDT MDT IST-India HKT JST IST-India EST 8 Buildings / 5 Sites 14 Buildings / 10 Sites 19 Buildings / 13 Sites

21 Monitoring Architecture Data Collectors xmatters Service Manager(Now) ITAM ucmdb Operations Orchestration OMi Monitoring Automation Run Time Service Model Business Service Management Ops Analytics Service Health Analyzer BSM Data Service Level Management BSM Connector Mobile Apps Dashboards Reports

22 Roadmap Foundational Monitoring Certification End To End Product Line Monitoring Event Correlation Abnormal Behavior Identification Big Data Analytics / Root Cause Analysis Automation

23 Our journey to OpsBridge Before OM Agents supported by monitoring team 40% of incidents caused by agent health issues Centrally managed 60% of requests were simple monitoring changes Some support groups deployed their own monitoring tools and scripts Everything was manual (no automation) Operators manually opened tickets Now Converted agent based monitoring to SiteScope (a handful of agents will stay) Implemented a self-service monitoring model for app support teams Consolidated rogue monitoring tools into SiteScope Automation was a key driver for success in 2013 and We now avg. about 600 man hours in labor savings through OO workflows Auto open 80% of high severity incident tickets. (100% of lower severity IMs are automated) Implemented First Level Support program allowing operators to perform tasks on common incidents accounting for about 150 man hours saved (L2 engineering hours) What s Next? Better understand what is being monitored and what is missing through audits and certifications Commitment of monitoring during the software development lifecycle process Implement monitoring enhancements such as anomaly detection and event correlation Reduce false positives and MTTR and define a systematic way to capture these metrics Create a governance model and training plan for self-service monitoring and automation products Big Data Analytics POC to position ourselves with the industry

24 How do we measure success? Self-Service Monitoring Changes Before Now 21,000 70,000 ROI based on hours saved and overall incident count Mean Time to Repair (MTTR) Capturing issues before they become high impact incidents Self-Service Logins H Incidents Ops Bridge FLS hours ** Based on metrics captured over a two year period showing monthly data

25 Features and Benefits Monitoring Automation Knowing we still have a handful of OM agents we didn t want to support an entire OML environment MA allows us to manage policies and deployment right from the OMi console Our OM environment will be retired by mid Dashboard Looking to increase adoption of dashboard creation and everyday use for multiple personas Support teams can leverage during their day to day troubleshooting Operators can display in the command center big screen for an end to end view ucmdb Sync data from ucmdb into RTSM Discovery runs across the environment based on pre-defined application fingerprinting Views and topology can be built dynamically based on application definitions and discovery Correlation Currently using stream based correlation in a few different use cases: missing events, heartbeats and identical events to reduce incident volumes Need to determine more use cases for topology based and expand stream based correlations

26 Pause for Questions, OpsBridge coming up Familiarize with the benefits and the journey Explore in detail the features and benefits of the Operations Bridge Premium and Ultimate editions Discover how HP can help you for your evolution journey Try OMi10 and its amazing ease of use and scalability for more details: hp.com Contact your HP account contact or partner to get the evolution started!

27 Enabling the digital business with BSM

28 App and infra performance, stability and resiliency are critical for digital business Application and service degradation Inefficient operations Failures in any of these result in: Slow and error prone reactions Lost revenue Customer churn High-cost Ops 28

29 Goal is to deliver an agile always-on digital business that fuels growth Connect business and IT performance Predict issues ahead of time Automate tasks and processes Revenue growth Exceptional customer experience Radically improved operational efficiency, speed and agility IT operations leaders are challenged to show how the services they provide tie to business value and move the organization forward Gartner group Special Report 24 th September 2014

30 The formula for an always-on digital business Sense Analyze Adapt

31 The formula for an always-on digital business Sense everything in real time Monitor business, customer and IT conditions Capture the user experience Sense Monitor transactions across all IT layers, tiers, and domains Analyze to predict and solve Address issues before services are impacted Correlate data by time, topology, and more Analyze Calculate root causes, patterns, and predictions Adapt with speed and accuracy Automate systems for resilience and scaling Automate tasks for speed and accuracy Adapt Automate processes for scale and repeatability

32 What is the role of the Operations Bridge?

33 saas traditional dc Packaged Applications Employees IT Metrics/Analytics Storage Public Cloud Security IT Operations in silos 2??? App Web DB OS Net?? 3 Too many consoles «Swivel Chair» management Service Models Operations staff work on symptoms, triage takes to long Mobile Monitoring managed cloud Nagios Microsoft Can t consolidate performance data to drive planning Software Driven Networks Too many calls Assuring the Slow resolution 1? Not business aligned Hybrid 2 private cloud Not people efficient 3 4 in-house 4 Poor planning & optimization Environment custom apps App Monitoring duplication Systems Monitoring Incomplete monitoring suppliers VMWare IBM ORACLE 1 CISC O SFD C Linux Virtual Fabric Siloed health management and Siloed view of what s happening

34 Automated Bridge - continuous discovery Operations Bridge Automatically updated RTSM Optional synchronisation UCMDB Agentless Monitor Automated continuous discovery data Universal Discovery Spiral discovery Managed Nodes Connector Management Packs 3rd Party Manager Managed Nodes Agent Managed Nodes

35 How RTSM empowers automated event analytics Global IT view, less duplication, faster MTTR Network Apps Cause Symptoms Consolidate to single console Correlate causal events Servers 3 rd party

36 How RTSM empowers automated event analytics Global IT view, less duplication, faster MTTR 2 Single Too many pane consoles of glass cause all operators get a «Swivel common Chair view» management of IT reality, anywhere App OK Web OK Issue is here DB OS OK Net OK 3 Root cause analysis means less teams wasting time Operations staff work on symptoms, triage takes too long Root cause RTSM Microsoft, Nagios, IBM, SAP, ORACLE, Biz Impact 4 Can t Automate consolidate IT reporting performance and forecasting data to drive planning Auto-remediate with Too confidence many tickets to manage Automate event and incident lifecycles C r o s s d o m a i n e v e n t / p e r f o r m a n c e 1 Siloed All fault health and performance management and information to one place Siloed Understand view of the what s business happening impact of problems

37 What s new with version 10

38 HP Operations Bridge Sense business and IT conditions In real-time With lightweight sensors Across mobile and cloud technologies Sense Analyze Adapt Analyze to predict and solve At massive scale With sophisticated algorithms Across business and machine data Exciting, beautiful HTML 5 Dashboards 10x faster navigation New KPI-over-time shows service health in IT time Adapt with speed and accuracy System, task and process automation To drive cloud scaling 38

39 Sense across new cloud and traditional technologies Out of the box Available today Expanding rapidly Brands that include: Infrastructure Applications Big data and cloud Ticketing integrations Third party integrations Cluste r IBM LPA R Value that includes: Automated discovery Automated monitoring OOTB Correlation rules OOTB SHR report packs Oracle Ent. Linux SunOne SIM Impact Manager Radia 39

40 Sense with a broad spectrum of collectors to suit your needs Agent less Sensor Agent Event/Logs/ Topology/ Traps/Metrics/. Fastest time to value Metrics & events collected No tool execution on target system 5 MB & 5 sec install, 500+ metrics Tailored for virtual & cloud Simple config for all sensors Full control of system & apps Open and autonomous Secure & customizable

41 Sense and maintain dynamic service models One click modeling 1. Enter the Service URL 2. Your service is discovered and modelled automatically Automated Service Modeling Top-down discovery One entry point per service Modify with CMDB browser Fast time to value Dynamically updated

42 Analyze to uncover root cause Correlate, predict, search your logs Log intelligence 1 Correlation 2 Predictive analytics 1 1 Operations Bridge Ultimate Edition, 2 optional with Premium

43 Analyze the return of your Ops Bridge Built in dashboards New ROI dashboard Cross-domain reports Mobile interfaces

44 Adapt with speed and accuracy Built in automated monitoring, remediation, guidelines New! New! New! Includes full monitoring automation Adaptive monitoring to Automate application onboarding Provide DevOps agility Includes Operations Orchestration 1 Run Books for services to Automate remediation Automate scale Exploration map Guided steps to OpsBridge value - More value with less work - Focus on priorities - Tailor to your environment/skills 1 Operations Bridge Ultimate Edition, optional with Premium

45 Measurable return for customers Improve performance min 80% reduction in time to restore service Maximize uptime 98% availability of 8 businesscritical services 33% reduction in MTTR Measurable ROI 1st year ROI 300% Annual cost saving 1.2M Reduce operational costs 30% reduction in help desk call

46 TechValidate OpsBridge customer survey

47 Summary

48 More Information Download Ops Bridge solutions today White papers Free downloadable software including a virtual appliance!! Videos and demos Recorded webinars Customer use case videos Industry experts opinions Analyst interview of customers implementations OpsBridge ebook TechValidate customer quotes here Register for our next Customer webinar March 24 th The IT transformation at Schlumberger and how the HP Operations Bridge has helped smooth their Journey Plus! Download the new OpsBridge white papers Paper: Intelligent IT Operations. Making IT smarter with advanced event correlation and management EMA white paper Evolving from Systems Management to Service Management with HP Operations Bridges. Making IT smarter with advanced event correlation and management For OM2OpsBridge details send to om.opsbridge@hp.com

49 Thank you

50 Upcoming Vivit BSM Events Event Date Name of Event Location Registration Link March 6, 2015 APM Practitioners Forum March Call Virtual Meeting for Vivit BSM SIG asp?id=588436&group= March 10, 2015 HP BSM Road Show - Columbus Columbus, Ohio s.asp?id=589482&group= March 11, 2015 HP BSM Road Show Cleveland Cleveland, Ohio s.asp?id=589487&group= March 12, 2015 HP BSM Road Show Michigan Michigan s.asp?id=595045&group= March 18, 2015 HP BSM Road Show Indianapolis Fishers, Indiana s.asp?id=589548&group= March 19, 2015 Vivit BSM Road Show - Oak Brook, IL Oak Brook, Illinois s.asp?id=593473&group= You are invited to join the Vivit Business Service Management Special Interest Copyright 2014 Vivit Worldwide

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