Business Service Management Made Easy!

Business Service Management is Easy!Fall Back in Love with Your Mgmt Investments

Michele Hudnall Tobin IsenbergSolution Marketing Manager Director Product [email protected] [email protected]

November 17, 2010

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Data Center Computing Is ChangingComplexity is Increasing

Intelligent Workload Management

Cloud(Public and Private)

Virtualization

Single-purposePhysical Systems


Percent of enterprise workloads that will run in physical, virtual and cloud environments by 2015Novell estimates based on IDC and Gartner data

Physical, Virtual and Cloud UtilizationDelivers Agility – Reduces Costs – Increases Complexity

Virtualized Applications are Moving to Production NowCloud is being Tested and Leveraged for the Routine!


Operational Challenges

Cost ReductionEfficient resource utilization

Tool rationalization & Low cost options

Service ImpactImpact avoidance

and responsiveness

Risk MitigationProactive planning

Control and Compliance

Complexity and flexibility

PerformanceContinuous improvement

BusinessDrives ITAlignment andvalue delivered

TechnologyMixed, dynamic infrastructure

Lots of management tools

Service ProvidersTrust and risk for service

quality and availability

Operations Today


How is IT Doing Today?Optimistic Report Card of a C – or D +

Performance & Availability Downtime : 1 – 2% Revenue Customer Reported : >70% People/Process Errors : >80%

Risk & Compliance Emergencies : >50%of Changes Failed Changes : >50% Automated Audits : Non-existent

Efficiency & Effectiveness SLA Reports : Manual, not trusted Cost of Report : 10 Days / month Service Value ROIs : Non-existent

85% of IT operations

budgets are spent maintaining and

reacting!

Deliver

Operate Control


Why IT Isn't WorkingMonitor Things

– Databases– Servers– Applications– Networks

Performance Availability Networks Applications

Monitor in Silos– Performance– Availability– Capacity– Traffic

No Correlation– Creates Risk– No View of Impact– Costly Diagnosis– Costly Downtime


IT Challenges and Decisions

• Too Many Tools– Availability, Performance– Service Level, Service Monitoring– Cross-over Messages - Beware

• Framework – Best in Breed – Open Source?– Lock-in and Vendor Management

• Integration of Tools– Build – Wait – Buy– Marketecture or Technology ?

• Future Proofed Platform– New technology, tools– Merger and Acquisitions


Polling Question

Are you currently exploring cost savings with your management tools?

– Reducing and removing tools– Replacing tools with Open Source tools– Reducing, replacing and investing in integrated view– Single framework looking for vendor provided integration


What IT RequiresSingle, Consolidated View – Service Performance

Asset Data

Service Desk Performance Availability Configuration

Business KPIs

Optimizing Operations


How IT Could be Doing – in 90 Days!Report Card of a B+ or A-

Performance & Availability Downtime : >75% Avoided Customer Reported : Minimal People/Process Errors : Greatly reduced

Risk & Compliance Emergencies : Greatly reduced Failed Changes : Minimal Automated Audits : Automated, accurate

Efficiency & Effectiveness SLA Reports : Automated, trusted, consistent Cost of Report : Real-time and historical analysis Service Value ROIs : A+ Proactive service maturity

65%of IT operations

budget spent maintaining and

reacting!

Deliver

Operate Control


Business Service Management

The practice of enabling IT to communicate service performance aligned to business objectives, while maintaining control over the infrastructure.

ServiceMapping

ServiceMeasuring

ServiceMonitoring

Turn

ing

tech

nolo

gy to

ser

vice

s

IntelligentIntelligentServiceServiceModelModel


Intelligent Service ModelMany Roles – Many Views

DB ServersApp ServersWeb Servers

Transaction Value Inventory Transaction Volume

Business Performance

Order ProcessingNetworksNetworks


What about external providers?

“How are they performing?”

Intelligent Service ModelThree “types” of Data – Many Costly Tools!


Transaction Value Inventory



Availability &Performance

Configuration ServiceManagement

What about Security?

“They are events too!”


Commodity MonitoringCostly and Complex – Are you solving complexity?

Order Processing

Availability Performance Responsiveness Capacity

Server Availability Network Availability

Order Processing Application Performance End User Response

Order Processing Service Desk Tickets Problem Duration ?


Service Monitoring – Value-AddReduced Costs – Best In Breed





Availability Performance Responsiveness Capacity

EventManager

ExperienceManager

UniversalIntegration

Single- Pane-of Glass-View


Polling Question

What projects are of highest priority in your organization today?

– Performance and Availability Monitoring– Service Level Measuring– Configuration Management / CMDB– Combination of Service Monitoring and Configuration– How will we manage the cloud public or private


Novell® Operations CenterHow Intelligent Service Modeling Works

Physical Virtual Cloud

ManagementTechnology Performance

and Availability Configuration Security

Operational Single-Pane-Of-Glass

ServiceServiceMonitoringMonitoring

ServiceServiceMappingMapping

ServiceServiceMeasuringMeasuring

Quality Compliance Communication

CRM

Credit CardProcessing

Infrastructure

ServiceDesk

Infrastructure

Applications

Intelligent Service ModelNetworksDB Servers

App ServersWeb Servers


Networks


Order Processing

Operations Delivering Value


Performance

Performance


Performance

Performance


Performance

Performance


Performance

Performance


Performance


Novell® Operations Center

Business Service Management


Summary

Novell® Operations Center provides a consolidated view of the status of a business service which helps you to:

– Understand the impact and root cause of IT issues– Reduce the time to identify and restore service– Prioritize effort on issues with greatest impact– Pro-actively manage and address recurring problems– Role based, configurable views– Leverage lower cost options– Future proof management platform– Provide real service improvement


Discussion . . . . .

[email protected] [email protected]

Novell Business Service Management Bloghttp://www.novell.com/communities/coolsolutions/business-service-managementhttp://www.novell.com/communities/blogs/tisenberghttp://www.novell.com/communities/blogs/mhudnall

www.twitter.com/Novell_BSM

www.novell.com/products/operations-center

http://www.novell.com/communities/coolsolutions/business-service-management

http://www.novell.com/communities/blogs/tisenberg

http://www.novell.com/communities/blogs/mhudnall

http://www.twitter.com/Novell_BSM


Making IT Work As One™

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Business Service Management Made Easy!

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