Availability and Performance Solutions for Managing the Business of IT

Transcription

1 Availability and Performance Solutions for Managing the Business of IT IBM IT Service Management in Focus Steen Lomholt-Thomsen Mary Gorczynski Jason Smith IBM Tivoli Software

2 Agenda Introduction: IT Service Management In Focus Availability Management in Action Innovation that Optimizes IT Operations Best Practices for Availability Management How to Get Started 2

3 IT Organizations Are Under Tremendous Pressure Change: Market demands, workloads, service levels Compliance: Regulations, security, audit capabilities Complexity: Heterogeneous resources, silos, composite applications Cost: Management and administration What matters is how satisfied customers are, how costs are being saved on the supplier side, and how to allow for more creativity and added value at all levels of the organization. --Erik Brynjolfsson, Director of the Center for ebusiness at MIT 3

4 IT Dilemma: Managing Cost and Responsiveness Across IT Silos Traditional Availability Solutions Reinforce Operational Silos and Inefficient Process Execution Desktop Experts and Tools Network Experts and Tools Application Experts and Tools Database Experts and Tools Server Experts and Tools Mainframe Experts and Tools Storage Experts and Tools Availability Management Service Level Management www Problem Management Incident Management Labor Cost Sense Isolate Diagnose Take Evaluate Time Action 4

5 IT Vision: Managing the Business of IT Effective and Efficient Delivery of IT Services in Support of Business Goals Desktop Experts and Tools Network Experts and Tools Application Experts and Tools Database Experts and Tools Server Experts and Tools Mainframe Experts and Tools Storage Experts and Tools Availability Management Service Level Management Problem Management Technology Integrated Automated Role Based Technology People Interconnected Productive Incident Management Information Standardized Federated Secure Information IT Service Management Process Processes People Based on Best Practices Automated Customizable 5

6 IBM IT Service Management Vision Process Oriented Solutions to address Customer priorities, pains, & requirements IBM IT Service Management Best Practices and Implementation Services IT Process Managers IBM Tivoli Change and Configuration Management Database IT Operational Management 1. Validated process models and services 2. Automated ITIL-aligned process workflows 3. Open, standards-based CMDB and workflow engine 4. Automated infrastructure-aligned management tools 5. An Open Process Automation Library (OPAL) and partner ecosystem 6

7 Announcing: An Evolution in Availability and Performance Management IT Service Management Resource Management Optimize availability and performance of IT and Business services Interconnect IT domains with dynamic role-based workspaces Automate and integrate key IT processes Infrastructure Management Optimize application performance Rapidly isolate and diagnose application performance issues Automate tasks for maintaining application service levels Optimize resource availability Maintain resource specific information Analyze historical and real-time resource data Basic Managed Predictive Adaptive Autonomic Levels of IT Process Automation Traditional On Demand Business Environment 7

8 IBM Tivoli Availability and Performance Management Delivering On the Value of IBM IT Service Management IBM IT Service Management Best Practices and Implementation Services IT Process Managers IBM Tivoli Change and Configuration Management Database IT Operational Management An Integrated End to End Availability Management Solution New and Enhanced Products! IBM Tivoli Enterprise Portal Automated Application Discovery Updated IBM Tivoli Unified Process Tool Availability Management Process Manager Coming up in June "IBM is challenging customers to think about availability management as more than just monitoring and reporting - Mary Turner, Summit Strategies 8

9 An Integrated, End to End Solution For Optimizing the Availability and Performance of Business Services, Applications and Resources Best Practices and Implementation Support Business Service Management Integrated Interface for the Service Manager IT Process Managers IBM Tivoli Change and Configuration Management Database IT Operational Technology Products Management Event Correlation and Automation Composite Application Management Resource Monitoring New Integrated Data Space for the Operator & SME "Tivoli is adding new portal configuration tools providing the ease of use long taken for granted in the software development world. This is not your father's Tivoli. Tony Baer, onstrategies 9

10 Agenda Introduction: IT Service Management In Focus Availability Management in Action Innovation that Optimizes IT Operations Best Practices for Availability Management How to Get Started 10

11 Availability and Performance Management in Action When IT resources are not available or not performing up to expectations, a company s business is at risk. The reality is: About 50% of outages are reported by customers via the helpdesk* 92% of all IT processes are manual* IT change leads to more than 60% of availability and performance issues* When a problem occurs, 80% of IT Operations time is spent isolating and diagnosing the problem* Scenario: - Application Performance Degradation *Based on IBM customer engagements 11

12 Application Performance Degradation Without Tivoli Availability Management 1. Sense End users call help desk due to slow application performance IT Ops sees many events and doesn t know which are related to problem 2. Isolate Individual IT domain experts are brought together in an attempt to isolate the issue All domain experts show that their IT segment is currently operating well 3. Diagnose Multiple teams in parallel begin working on diagnoses for the problem No change history information is consulted 4. Take Action Systems are restarted 5. Evaluate Solution validated; other impacts unknown Cost Problem Eliminated Sense Isolate Diagnose Action Evaluate Time 12

13 Application Performance Resolution With Tivoli Availability Management 1. Sense End user response time trend identified before users notice difference in performance 2. Isolate Transaction flow is deconstructed End-to-end application view provides insight into web server response time problem 3. Diagnose Cost Historical analysis is leveraged in context of this web server problem Expert advice integrated into solution enables Operations team to resolve 4. Take Action Operations team takes Pre-approved actions based on policy 5. Evaluate Service status is returned to operational 13 Online Banking Problem Eliminated Sense Isolate Diagnose Action Evaluate Time

14 Application Performance Resolution and ROI Cost Tivoli Business Systems Manager Tivoli Enterprise Portal Problem Eliminated 14 Sense Isolate Diagnose Action Evaluate

15 Availability and Performance Management In Action Demonstration 15

16 Agenda Introduction: IT Service Management In Focus Availability Management in Action Innovation that Optimizes IT Operations Best Practices for Availability Management How to Get Started 16

17 Innovations In Availability and Performance Management Technology A Better Way to Manage the Business of IT Information IT Service Management People IT staff and processes are aligned with business goals and priorities B Automated discovery of business system resources B Launch in context from service to transaction to development B Integrated End to End support for heterogeneous environments Process One portal displays the overall health of the infrastructure B Dynamic workspace for Operations team from Level 1 through SMEs B Extensive response time and resource metrics B Based on the IBM Integrated Solutions Console Framework Innovative new capabilities increase IT operations productivity B Built-in expert advice reduces time and costs for problem resolution B Integrated real-time and historical data for analytics and reporting B Rapid time to value and productivity through fast solution deployment 17

18 Managing Availability Throughout the IT Lifecycle Launch in context from business service, to transaction, to development Tivoli Change and Release Mgmt Deployment Test Test and provision new code Application Development Problem Determination Operations Identify transaction issue and call L2 support Rational Application Development Development View problem in context and quickly fix code Tivoli Availability and Performance Mgmt 18

19 Tivoli Enterprise Portal A Dynamic Role-based Workspace for Integrating IT Operations Silos One portal to monitor the overall health of the infrastructure Business Services Distributed Resources J2EE Transactions Mainframe Resources Service Level Reporting Executive Dashboard Launch in Context New Capability Tivoli Enterprise Portal 19

20 Now Leveraging Autonomic Computing IBM Integrated Solutions Console Framework Tivoli Enterprise Portal is based on the IBM Integrated Solutions Console Framework A Common Systems Administration initiative to evolve all product administration under a common, standards-based systems administration approach. Tivoli Monitoring Tivoli Federated Identity Manager IBM Virtualization Engine Integrated Solutions Console Tivoli System Automation Tivoli Storage Manager Helps decrease training and required skills needed for the day-to-day management of IT Helps standardize leading self-managing capabilities across IBM IT solutions Express Runtime Websphere Application Server Helps reduce IT operations and management costs for our clients 20

21 Tivoli Enterprise Portal Demonstration ITM is the first example I've seen of a demo that combined both visual and results-oriented impact while working without a flaw while the presenter was doing it. Frank Dzubeck, Communications Network Architects, Inc. 21

22 Integrated End to End Support for Heterogeneous Environments IBM Tivoli monitoring spans the breadth of your IT environment and helps to provide fast time to value because it s so easy to deploy! Platforms Databases Application s Business Web IntegrationInfrastructure Messaging & Best Practice Collaboration Library Unix Windows New Cluster(s) New Linux z/os zvm VMWare OS/400 DB2 (Z & Distributed) Oracle SQL Sybase Informix SAP MySAP New.NET Citrix Siebel Tuxedo New CICS New Web Services IMS WebSphere MQ WebSphere MQ Integrator WebSphere (Z & Distributed) IIS iplanet Apache WebLogic Lotus Domino Exchange 40+ Custom Packages available for modification Examples: Cisco Works S1 Tuxedo etc... 22

23 Expert Advice Reduces Time/Cost of Problem Resolution Expert advice provides detailed description of problem and recommended recovery actions Helps enable IT operations to resolve known errors and frees up subject matter experts to work on more value-added activities Can be customized to capture local SME knowledge, or may be linked to run book New Capability Initial Cause Current State Expert Advice Take action to fix the problem 23

24 Integrated Real-Time and Historical Data for Analytics All Data, real-time, short-term operational, long-term operational, or aggregated, New is available from the Tivoli Enterprise Portal Capability Real Real-time Time Data Data Memory: refresh every x minutes Granular Data Short-term Operational Data Binary File: 24 hour lifetime Granular Data Long-term Historical Data Installs simply for rapid availability Supports DB2, MS SQL, Oracle Automated real-time feeds Rich graphics and intuitive interface Aggregation & pruning engine eases long-term data needs Real-time and Historical trending at your fingertips SLA Wizard to quickly extend into your environment Gain Business Value Today! 24

25 IBM Tivoli Monitoring Increase infrastructure resilience by identifying problems and automating responses at the source Business Service Management Event Correlation & Automation Composite Application Management Resource Monitoring Enhanced! IBM Tivoli Monitoring Monitor your entire IT infrastructure through a single customizable workspace Effectively link IT services together with processes, data, skills and tools Rapid time to value with easy and fast install Enhanced! IBM Tivoli OMEGAMON XE for IBM System z9 and eserver zseries Comprehensive solution for proactively managing your mainframe infrastructure Quickly identify and solve system delays by analyzing bottlenecks and building a detailed picture of resource usage Integrates with Tivoli Enterprise Portal New! IBM Tivoli Enterprise Portal IBM Tivoli Monitoring 6.1 is very easy to install and maintain while providing our customers end-to-end infrastructure management on a 'single pane of glass. Connie Lamicela, CTO, ESM Technology, Inc. 25

26 IBM Tivoli Composite Application Management Maintain Service Levels for Composite Applications Business Service Management Event Correlation & Automation Composite Application Management Resource Monitoring Enhanced! IBM Tivoli Composite Application Manager for Response Time Tracking Monitor and trace application transactions end to end to isolate performance problems Extended support for CICS and IMS Sets transaction performance baselines using automated learning Enhanced integration with Rational Application Development tools for IT Lifecycle Management New! IBM Tivoli Composite Application Manager for WebSphere Provides in-depth, root cause analysis to optimize application performance for WebSphere environments Launches in context from ITCAM for RTT to enable subject matter expert to diagnose WebSphere application transaction problem Optimize IT resource planning based on application performance metrics Rapid time to value with accelerated deployment 26

27 Managing SOA Environments Solutions for availability, performance and security management Business Service Management Event Correlation & Automation Composite Application Management Resource Monitoring New! IBM Tivoli Composite Application Manager for SOA Enables identification of Web service bottlenecks and failures Provides built-in and extensible alerts, mediations, situations and workflows Improves understanding of service flows and relationships with deep diagnostic capabilities IBM Tivoli is a leader in SOA Management and Security solutions, including: Tivoli Federated Identity Manager Tivoli Access Manager for ebusiness 27

28 IBM Tivoli Event Correlation & Automation Identify root cause across diverse infrastructure and automate actions Business Service Management Event Correlation & Automation Composite Application Management Resource Monitoring Enhanced! IBM Tivoli System Automation z/os & Multiplatform Policy Based Automation Automate process of bringing down and up composite applications and supporting resources Automate goal-based healing through policies without complicated programming requirements Pre-packed best practices for SAP, Siebel, WebSphere and more Enhanced! IBM Tivoli NetView for z/os Improves network efficiency system availability by managing both mainframe TCP/IP and SNA networks Manages larger networks, more resources and more systems with less resources and personnel Interoperability with Tivoli solutions provide comprehensive, seamless availability management across your IT environment 28

29 IBM Tivoli Business Service Management Align IT staff, resources, and processes with business goals and priorities for optimum results Enhanced! IBM Tivoli Business Systems Manager Prioritize IT operation activities according to business value Communicate business service status in real-time Enable impact assessment of planned changes Automates application discovery IBM Tivoli Service Level Advisor Proactively predict when SLA violations may occur Increase executive knowledge of IT as it relates to business objectives, integrating service level data with availability data on the TBSM executive dashboard Easy to use, quick to install and can leverage real time data TBSM Executive Dashboard Business Service Management Event Correlation & Automation Composite Application Management Resource Monitoring IBM TBSM allows E.ON IS to view our IT infrastructure from a business process perspective in real-time, and respond to problems with the correct priority. This helps to ensure that we maintain the service levels that our customers demand. Arndt Kollett, Lead Architect, E.ON IS GmbH, Germany 29

30 IBM Tivoli Monitoring V6.1: Beta Excitement! The largest beta in IBM Tivoli history! More than 100 customers enrolled posts to the beta forum Beta feedback has been incorporated into the product to significantly improve customer value (e.g. in TEC integration) 200+ field personnel have access to the beta code, documentation and support forums 30

31 What Beta Customers Have Told Us love the expert advice in the product. This product is very competitive to what we've seen in other products. We love it, because it fills a massive reporting hole in our organisation. It also puts a nice GUI front end to our monitoring that we can farm out to our internal customers so that they can see how their boxes are running. Feedback so far for ease of use is really really really good. ITM6.1 provides the opportunity for data collection and visualization that is very challenging under the old ITM 5 structure. It will require us to re-think how we do fault detection, but provides users with better fault analysis potential. I loved seeing resource model data in graphical form. 31

32 Customer Testimonial Video 32

33 Agenda Introduction: IT Service Management In Focus Availability Management in Action Innovation that Optimizes IT Operations Best Practices for Availability Management How to Get Started 33

34 Simple Starting Point for Implementing ITIL With IBM Best Practices Built In! IBM IT Service Management Best Practices and Implementation Services IBM Tivoli Unified Process - IBM Process Reference Model for IT with Tools Mentor to make ITIL actionable! IT Process Managers IBM Tivoli Change and Configuration Management Database IT Operational Management IBM Global Services - Delivering Consulting, Integration and Managed Services for ITSM 34 Register and use the IBM Tivoli Unified Process Tool at: ibm.com/software/tivoli/features/it-serv-mgmt/itup

35 The IBM Tivoli Unified Process in Action! Demonstration 35

36 IT Service Management Process Managers IBM Tivoli Availability Management Process Manager Available June 2006! Best Practices and Implementation Services Support IT Process Managers New Helps improve time to resolution Automates incident correlation for fast problem identification Improve first contact resolution rate IBM Tivoli Change and Configuration Management Database IT Operational Management Helps increase availability of critical business services Accurate classification and prioritization of incidents Helps improve performance against SLAs Reduced financial impacts Higher business satisfaction with IT services Helps gain IT fixed cost efficiencies Better staff utilization Reduced overall incident volume 36

37 A Standards-Based Solution for Federating Configuration Information and Modeling IT Processes Based on proven IBM technology Available in June 2006 Best Practices and Implementation Services IT Process Managers Configuration Management Database Open, federated model API & GUI reporting access IBM Tivoli Change and Configuration Management Database IT Operational Management New Workflow Engine Based on WebSphere technology Process modeling and simulation Automated process execution Real-time monitoring and reporting Automated Process Workflows Change & configuration management 37

38 Integration Roadmap with the IBM Change and Configuration Management Database Availability Management Release Management Information Lifecycle Management Other Process Managers 2007 Business Systems Manager IBM Tivoli Change and Configuration Management Database Discovery Library Provisioning Manager WebSph ere Discover IBM Feeds y Today Relicor e Collati on 3rd Cendu Party Feeds ra nlayer s Configuration Manager MonitoringITCAM for Response NetView/TEC Time Tracking rd Party Help Desk 38

39 Agenda Introduction: IT Service Management In Focus Availability Management in Action Innovation that Optimizes IT Operations Word on the Street Best Practices for Availability Management How to Get Started 39

40 Where to Focus First? Where you start depends on YOUR organization s priorities. Download the Tivoli Unified Process tool to review a best practice availability management process design Request a Tivoli ROI assessment from your IBM Sales Rep ENTRY IBM IT Service Management Best Practices and Implementation Services IT Process Managers IBM Tivoli Change and Configuration Management Database IT Operational Management ENTRY Upgrade your current Tivoli monitoring to ITM v6.1 to take advantage of the Tivoli Enterprise Portal Add ITCAM and TBSM to your IT management infrastructure to achieve end to end IT value Register and use the IBM Tivoli Unified Process Tool at: ibm.com/software/tivoli/features/it-serv-mgmt/itup 40

41 IBM Tivoli Advantage An integrated, end to end solution for optimizing the availability and performance of business services, applications and IT resources A dynamic, role based workspace, the Tivoli Enterprise Portal, for improving IT operations productivity and bridging IT organizational domains Expert Advise and Best Practices make this operational today! Rich interfaces, automated discovery, and simplified deployment ensure faster ROI IT Service Management strategy integrates future innovations, such as Availability Management Process Manager and Tivoli CCMDB 41

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