Service Management Service Design, instrumentation and monitoring

Transcription

1 Service Management Service Design, instrumentation and monitoring Ian Johnston & John Palmer BCS 17/01/11 24/01/2011 IT Monitoring Tools

2 Background & Application Architectures Background in network design and systems integration Design and development of all BT s application monitoring tools Evolution of Enterprise application architectures: Early 1990s Legacy & Star Networks Mid 1990s Mid range, 2 tier, Synchronous processing Late 1990s Mid range, 3 tier, Synchronous processing OSI, DCE, CORBA/OO distributed reusable Stovepipe Early 2000s Java & EJB, DCOM Non stovepipe, asynchronous Mid 2000s True reusable capabilities, SOA and web services How do you manage a bowl of Spaghetti? 24/01/2011 IT Monitoring Tools

3 Service Improvement Cycle Insanity is doing the same thing over and over again and expecting different results! Albert Einstein 24/01/2011 IT Monitoring Tools

4 Monitoring Tools Server and system monitoring Client pollers & synthetic transactions Network and application tracing Network, System and Application logs COTS management tools, eg Oracle, MQ Business Process Monitoring E2E transaction monitoring BI, BAM, BSM tools 24/01/2011 IT Monitoring Tools

5 Why Monitoring Tools Many products and suppliers Off the shelf solutions Rich feature set and levels of automation Relatively quick to deploy Driven by features and fear, not requirements Any intelligent fool can make things bigger and more complex... It takes a touch of genius and a lot of courage to move in the opposite direction. Albert Einstein High costs for purchase, implementation and support Complex licenses can lead to unnecessary spend Duplication and overlap of features between tools High configuration and maintenance Poor implementation record & even poorer use of features Horizontal and vertical Silo support teams Vendor dependence and no guarantee of success! 24/01/2011 IT Monitoring Tools

6 An Alternate Approach A standard for application events Category errors, security, performance State request, response, notify, abort E2E context unique key, bus process, transaction name Extensible business keys eg customer, location Improved processes ITIL Service strategy Service design Service transition Service operation Continual Service Improvement 24/01/2011 IT Monitoring Tools

7 Key generated Monitoring a business transaction Application Front end K server K Mid tier/ orchestration K K Service repository Service repository Events K Service repository Collection, reformat, consolidation layer Operational monitoring Monitoring Service monitoring Business intelligence 24/01/2011 IT Monitoring Tools

8 Defining your business transactions Customer sign in Application server REQ REJ RES Mid tier/ orchestration Customer DB Place Order Order DB Confirm billing details Billing DB Order delivery details Event Key Bus Trans Type Tier Stage Performance Component Interface Error Error 123 Place Order App Mid tier Serv Billing Order Cust Sign Reject confirm in 24/01/2011 IT Monitoring Tools

9 Examples of processing the data data Timeliness Processing Function User Near real time Near real time Once a day Once a day SMNP trap from local server Local server process calculates response times Consolidation of data from e2e systems Merging of data with data warehouse Operational alert for identified error conditions Visual view of response times by server and possible operational alerts View of business transaction performance Use of key to correlate enriched business data Operations, ASG Operations, ASG Business Support group, Capacity planning Business Intelligence 24/01/2011 IT Monitoring Tools

10 A Service Strategy A unique and unambiguous naming convention for business processes and underlying IT Service components Stakeholders Roles and Responsibilities Service Design Stages, steps & business milestones Jeopardy events e.g. performance, application, business & interface errors Other events eg audit, security, debug Operational policies for event processing and automation Application Support Common tools and procedures Proactive, preventative culture and self audit Evolving role of service management IT underpinning the Business Processes 24/01/2011 IT Monitoring Tools

11 A Service Strategy Stakeholders Customer Service Management IT Service Management Applications Support Business Management Operations Application Event Monitoring 24/01/2011 IT Monitoring Tools

12 Service Design Template Process Create Order Business Milestone Validate order Network design Network engineering Order completion SLA Operations Applications/Service Business 5 Mins Business errors All application & X interface errors 4 Hours Application & X interface errors 2 days rates Y Performance 5 days threshold rates Y Service desk incidents and problems Y Real time alerts: Critical application and interface errors Y Response time threshold Y Trend information: Alerts vs. IRs, PRs and CRs Y Application and interface errors analysis Y Daily order totals X Monthly order totals Y Peak rates Y Response time distributions Y Hourly breakdown of key phases in business process: Arrival rates Y Accepted and rejected Y Transaction thresholds X Orders approaching or failing SLAs Y Business errors Y Individual order status Y Other factors like engineers failing to meet appointments and customer amended dates Y 24/01/2011 IT Monitoring Tools

13 Service Reporting Business Management Customer Service Products orders Faults managed Average queue time Target delivery dates Orders pending Orders confirmed Designs completed Operational Dashboards IT Service Consumer Line Rental Business Broadband Consumer Broadband Application Events Business errors Application errors Interface failures Performance Thresholds Transaction volumes 24/01/2011 IT Monitoring Tools

14 BT Implementation Business Process Transaction Monitoring (BPTM) Full coverage of all new BT s Applications Approximately 150 applications 800 interfaces 1300 transactions 120 million transaction per day Service Design and Transition Design Modelling facility Validation capability Zero touch implementation Automated Integration testing Service Operations Automated trap processing and routing Improved dashboard reporting Continual service improvement Radical changes in how we supported the applications and IT Services 24/01/2011 IT Monitoring Tools

15 In summary A simple standard for application events to facilitate improved service level management processes An approach that could help other BCS members Immediate benefits for small, medium & large IT organisation Improved selection and value from tools products Opportunities to share information and experiences Advice and support available from BT reference site ITIL Implementation Proposition Service strategy Service design process Applications management 24/01/2011 IT Monitoring Tools

16 Thank you & close Q & A? 24/01/2011 IT Monitoring Tools