Best Practices for IT Service Management in 2017+

Best Practices for IT Service Management in 2017+ Branko Tadić ITSM Solution Executive IBM Hybrid Cloud Europe branko.tadic@rs.ibm.com 2016 IBM Corporation

2016 IBM Corporation

2016 IBM Corporation

2016 IBM Corporation

2016 IBM Corporation

Challenges of ITSM in 2017+ 2016 IBM Corporation

What does the Industry say? 2016 IBM Corporation

Practical transition steps 2016 IBM Corporation

IBM Netcool Operations Insight Powered by the Proven value of Netcool OMNIbus Flexible, Mobile-Ready Dashboards for Managed Communications Centralized Alert Management Cognitive Analytics Network & Performance Managment Accelerated with Innovative Cognitive Analytics for Efficiency and Agility Easily Extend across all IBM and 3 rd party solutions for broadest management available On Premise Hybrid Cloud Core Functionality Advanced IT Event Correlation and Analysis Event Analytics and Search Event Enrichment Common UI for dashboards Available Features: Network Discovery and Root Cause Analysis Network Configuration Automation and Audit Network Performance Management Optional IBM Operations Analytics

One Dashboard, Many Sources

IBM APM has the broadest application coverage in the industry: (examples of the 60+ environments supported with more on the way) Open Platforms: Cloud Runtimes: Cloud Databases: Apache Tomcat Enterprise Platforms: Liberty WebSphere App Server IBM MQ IBM Integration Bus Virtualization: Applications:

Advanced Related Event Analytics 300% Improvement in reducing actionable events through automated grouping across your managed environment 3 related events Event Group Same events, different resources Automatic discovery of event relationships generated by specific nodes in your environment Apply analytic derived insight to same type of resources across you entire managed environment Related Event Analytics (Today) Related Event Analytics Generalised Patterns (future) Rapid no coding creation of new Grouping Criteria in less than one minute Advanced Related Event Analytics @ a large MSP 16% reduction of actionable events Up from 4%

Analytics Driven Network Management Network Discovery and Root Cause Analysis End-to-end visibility of your physical and virtual network infrastructure with automatic notification of alarms that require operator action Network Configuration Compliance Management Control the process of configuration change and compliance in the operations environment Network Configuration Automation Drive process automation for repeatable configuration activities to minimize errors and improve operational performance Network Flow Analysis Provides visibility into flows across the network giving visibility into which applications are consuming network resources.

IBM Alert Notification Benefits for Operations Management and DevOps Never miss your actionable critical alerts Instantly deliver notifications using automated communication methods such as email, SMS, and voice messaging Immediately route alerts to the right people Use custom groups to send alerts to all the right people for a problem or class of problem Speeds alert response with automated escalation policies Escalation policies can be put in place to ensure that notifications are answered in an expedient manner Email SMS Voice Message Mobile App #Slack Alert Notification currently provides integration with: any Bluemix service or application choosing to attach via REST API Any third party event management application that can send to our REST API Netcool Operations Insight in a hybrid cloud environment Application Performance Manager SaaS Elizza: IT Ops Administrator Annette: IT Operator Maureen: DevOps Pro Rick: Operations Manager

Multi-level Runbook Automation 1. Manual Runbooks A step describes the exact procedure an operator has to follow using standard tools he accesses from his environment. 2. Semi Automated Runbooks Each step describes exactly what an operator has to do. Additionally, the operator simply pushes a button to execute an automated task on a target system. 3. Fully Automated Runbooks The runbook is selected by the system as response to a trigger and executed without operator attention. Commands Parameters Pushbutton Automation 2016 IBM Corporation Page 15

Cognitive IT Operations Analytics Our Cognitive Capabilities Continuously Learn Machine learning to establish and maintain thresholds across applications and resources Anticipate and Adjust Detect emerging issues across services, proactively alert, and cognitively adjust to changes Recommend for Action Provide expert advice for corrective actions and greater service assurance 2016 IBM Corporation

Early Problem Detection & Forecasting Global banking and financial services company based in Europe. Its network spanning 50 markets in 17 countries, with more than 8,500 branches and over 147,000 employees. Predictive Insights identified the emerging issue 7 hours before the client did. This is a queue size metric for account access in an ebanking system. In this case the Login works fine, but Account overview cannot be accessed.

Multivariate Analysis Analysis on multiple metrics identified to be related Mathematical relationship not topology discovery Example These are Websphere metrics taken from CA Wily performance management system The number of actual connections to the WebSphere application server has increased dramatically The poolsize and bytesinuse are also affected indicating either increased demand, or a problem with connections not being freed up Insight from Multivariate Analysis Poolsize and Bytesinuse on the same node are behaving anomalous at the same time and are related to each other. Predictive Insights pulls them together into one view so the situation can be investigated as opposed to investigating individual symptom.

Log Analytics through breadth of Searchable Data Support common log formats, event data, and trouble tickets Extract industry common patterns for the standard applications and infrastructure Provide generic annotation to support non-common formats No more silos; search across all your data Log Analysis Breadth of Highlights Searchable Data Supports common log formats, with more than 60 insight packs Supports ticket data from Remedy, Service Now, and IBM Control Desk Built on top of the IBM Big Data Platform and powered by IBM Text Analytics New Search aggregations of data to get global visibility on what is most important to your organisation

Built in Expert Advice Auto recommends solutions to known issues Ability to look through support portal, tickets and documentation IBM s unique text analytics helps recognize appropriate context from these documents Cuts down the Mean Time To Resolution

Cloud-Aware ITIL Process Support Incident Problem IBM Control Desk delivers a unified IT asset and service management solution that provides a common control centre for managing business processes for both digital and physical assets. Service Catalogue Change Request Fulfilment IBM Control Desk It enables visibility, control, and automation to applications, endpoints and assets to protect critical data and prevent business impacting outages. Knowledge Release Service Strategy IBM Control Desk is IT Infrastructure Library (ITIL)-aligned and offers: Software Asset Procurement Hardware Asset License Config. Service request, incident and problem management Change, configuration and release IT asset lifecycle management Service catalogue Support for service providers Management Information System (MIS) 2016 IBM Corporation Page 21

Service Catalogue and Service Request Management Requesting standard services from configurable catalogues and offerings Accurate requesting from the end user the first time for faster and efficient fulfillment Self Service capabilities for both IT and none IT functions Search for knowledge/solutions/faqs Status updates of requests 2016 IBM Corporation Page 22

Incident and Problem Management Incident Management: Incident logging and detection Classification and initiating activity Investigation and diagnosis Business service and criticality identification Resolution and logging of work rounds & solutions Problem Management: Problem and error control Root cause analysis Change identification & requesting Creation and maintenance of a Known Error database Proactive problem management focus 2016 IBM Corporation Page 23

Service Level Agreements (SLA) SLA management is used to encapsulate the business goals as agreements apply to the IT infrastructure, to ensure that critical business services are maintained and improved over the duration of these agreements and delivery of services. SLA management aids the business in being: Responsive Aligning the right resources for the issue Enable the business service to be measured Focused on monitoring services, review of overall delivery and reporting 2016 IBM Corporation Page 24

Change,Configuration and Release Management ICD aids in the avoidance of business outages, helps provide understanding and troubleshooting of IT service relationships Dependency mapping and Change Impact Analysis Client reduction in change related incidents Change Scheduling and Collision Avoidance Capability enabled Dependency mapping and visibility Automated impact analysis Support for all asset types (IT, Intelligent Assets, Enterprise, etc.) Change approval and scheduling Model complex, conditional change process Business Benefit: Minimize outages related to changes within IT Operations by up to 70% Increase Process Speed and Efficiency by up to 40%; service quality and responsiveness by up to 60% Support for dynamic change environments and processes, unlike some leading competitors

IT Asset & License Management Asset Lifecycle Management Improve visibility and control of all IT assets through their whole lifecycle Obtain accurate asset data to enable appropriate and timely action across the business Interconnectivity to Configuration items and full Lifecycle Audit Readiness Be prepared for software audits 24x7 Understand licenses and their relationship to contracts Accurate information about software inventory and usage in both distributed and mainframe environments Software Asset Management Vendor / Application Portfolio Rationalization Purchased software contracts, agreements and license entitlements Deployed software inventory, software usage and associated hardware environment IT Financial Management Visibility and control over IT operating and capital costs Reduce Total Cost of Ownership of IT assets Understand IT costs to determine line of business, product and service profitability 26

IBM ITSM market and industry leadership 8 of 10 5 of 5 Top Communications Service Providers Top global investment banks 8 of 10 Top insurance companies 9 of 10 Top wholesale banks 7 of 10 Top automakers 14 of 20 Top financial services Industry leading solution Extensive customer base Netcool Operations Insight is an industry icon for crossdomain, event driven analytics for service performance, change impact, and compliance. IBM is the market leader in Fault and event management with 41% Markret share in Telco with HP in second place at 25% IBM is #1 in IT Operations Management Software, Worldwide IBM is #1 in Performance and Availability Management and Event Management Software, Worldwide Source: IBM Rolls Out IT-Smart Solutions with Runbook Automation and Alert Notification Services, EMA December 2015 Source: Fault and event management systems market shares by revenue, worldwide, Source: Analysys Mason, 2014 Source: Market Share Analysis: IT Operations Management Software, Gartner May 2014 Source: Worldwide Performance and Availability Management Software Market Shares, June 2015, Source: Worldwide Event Management Software Market Shares, May 2015,

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