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Oracle Confidential – Internal/Restricted/Highly Restricted 1
Closing the Visibility GapHow to Combine
Application and Infrastructure Monitoring to Accelerate IT Transformation
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Logistics• Please submit your questions at any time
during the webinar using the questions panel on the GoToWebinar client
• This webinar is being recorded. All attendees will receive a link to the recording in a few days.
• A copy of this presentation is posted on SlideShare: http://www.slideshare.net/eginnovations
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Today’s presenter…
John is an IT veteran with more than 30 years of executive experience, half dedicated to IT service management.
As CEO and Principal of MyServiceMonitor he assisted clients in adapting service lifecycle processes by leveraging eG Enterprise.
He went on to assignments with ThirdSky and VMware, and has numerous industry certifications including ITIL Expert and DevOps.
John has more than a decade of experience helping customers leverage monitoring intelligence as a key enabler of IT transformation.Mobile: 201.826.1374
[email protected]
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Today’s Agenda
• About eG Innovations• ITSM, DevOps and IT transformation• Monitoring in a transformation context• eG Innovations, ITSM and DevOps• Demo• Q & A
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eG Innovations is a provider of enterprise-class performance management products that provide complete visibility across every layer and every tier of dynamic & complex, cloud, virtual and physical IT environments to reliably deliver mission-critical business services.
Worldwide Locations
About eG Innovations
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Why People Come to Us…• 75% of IT organizations are
suffering from degraded business applications – IDC Research
• 70% of the time, IT organizations learn about performance problems from end-users – Gartner
• 31% of performance issues take more than a month to resolve or are never resolved - Forrester
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The eG Innovations Difference
“To effectively manage applications, today’s products have to combine a top-down, transaction level approach with a bottom-up, device level approach. Few products were specifically designed from scratch to do this, and eG Enterprise is one that was. eG Enterprise captures and correlates a complete, multi-dimensional business service view.”– Enterprise Management Associates
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Evolution of Our Product Suite
• Universal Agent• Automatic thresholding• Automated diagnostics (root-cause)• Web transaction monitoring• Integration console
• Service topology map• Auto correlation based
on dependency maps
• 360° visibility into VM performance
• Industry first virtualization-aware auto-diagnosis
• Broadest virtualization coverage
• User experience monitoring
• Transaction tracing• Code level visibility
2001 Unified
Monitoring
2005Business Service
Management
2008Virtualization
• SaaS Option• Public/Private/Hybrid
cloud support
2014Cloud
2016APM
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Today’s Agenda
• About eG Innovations• ITSM, DevOps and IT transformation• Monitoring in a transformation context• eG Innovations, ITSM and DevOps• Demo• Q & A
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Monitoring, ITSM and ITIL©
• Monitoring is closely related to ITIL©’s Event Management– Detect events, make
sense of them and determine control action
• Event Management provides the trigger for many other ITIL© processes
From an ITIL© perspective, this is what eG automates
In most enterprises today, the underlying IT processes are based on the ITIL
framework
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DevOps• DevOps is a professional movement that encourages a
collaborative working relationship between development and IT operations– Results in accelerated flow
of planned work– Simultaneously improves
resiliency, reliability and security of production infrastructure
• Directly addresses typical conflicts in many IT organizations– Time-to-market vs. Production availability
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Comparing ITSM/ITIL© and DevOps
ITIL©
DevOps
Service Design
Service Transition
Service Operation
Plan & Build Release Operate
LEAN: DevOps seeks to optimize flow across the lifecycle
SIX SIGMA: ITIL seeks to optimize underlying processes
While we often speak about IT transformation in terms of a journey, it is less about going from one place to another than it is about making the whole greater than the sum of its parts.
Monitoring is shifting left
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ITSM, DevOps and IT Transformation• ITSM is about changing mindsets – achieving a services
orientation• DevOps is about culture shift – collaboration, feedback and
continuous learning
Transformational Change1
• Wake-up call• Changes in mindsets, culture• Greatest degree of uncertainty
Transitional Change
• Programs / Implementation (business & human objectives met)
• Boundaries may be uncertain• Significant stakeholder management
Developmental Change
• Projects / Installation (on-time, on-budget, technical objectives met)
• Process adaptation & improvement1Change Leader’s Handbook
Transformation requires an integrated
approach to people, process
and tools
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Process & Service OwnersManagers
Practitioners
ITSM, DevOps and People
Service Design
Service Transition
Service Operation
Plan & Build Release Operate
ITIL©
DevOps
DevOps organizations will seek to structure around capabilities and is more dynamic; i.e., ‘Team of Teams’
ITIL structures emphasizes cross-functional processes and services
Business Capability TeamsProduct Owner Designer
Developers
Testers
Shared Services TeamsService Owner
Deployment Staff
TestersEngineers
IT Operations Management
ApplicationManagement
InfrastructureManagement
OpsControl /Facilities
Mgt
ServiceDesk
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ITSM, DevOps and Process
Service Design
Service Transition
Service Operation
Plan & Build Release Operate
ITIL©
DevOps
Non-Production Services
Collaboration
Continuous Delivery Pipeline(Build, Test & Release Automation)
Production Services
Case Mgt
ProceduresVariable, Uniquei.e., ChatOps
Incident Mgt
ProblemMgt
ChangeMgt
Knowledge Management
ProcessesPredictable, Repeatablei.e., Event Management
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ITSM, DevOps and Tools
Service Design
Service Transition
Service Operation
Plan & Build Release Operate
ITIL©
DevOps
Tool Chains
Source Code Management
Continuous Integration
Package Repository
Install / Configure
Cloud Orchestration
ITSM SuitesITIL© Conformance
Incident | Request Fulfillment | Problem | Knowledge | ChangeRelease & Deployment | Service Asset & Configuration | Service Catalog
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Today’s Agenda
• About eG Innovations• ITSM, DevOps and IT transformation• Monitoring in a transformation context• eG Innovations, ITSM and DevOps• Demo• Q & A
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Monitoring, visibility & transparency• Effective monitoring accelerates the DIKW cycle• DevOps’ amplifying and accelerating feedback
is dependent on effective monitoring
Making End-to-End IT Services Visible: Integrating Monitoring and Event management with the Service Lifecycle©Third Sky, Inc.
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Monitoring in a transformation context• All stakeholders use monitoring information, but we tend to drown in data!• Lack of information results in poor visibility, which leads to poor
transparency, which leads to a lack of trust• Effective decision making is highly dependent on timely information and
knowledge
1Why Decisions Fail, P.Nutt
Decision Techniques1
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Visibility & transparency needed NOW• It is not enough to simply have all data
available in a single view (although it helps).• It is also not enough to transform the data to
information in the form of reports (although that helps too).
• IT must be able to take vast amounts of real time data and go beyond information to provide IT staff with the knowledge of what actions to take without the need for experts or expensive bridge calls.
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Today’s Agenda
• About eG Innovations• ITSM, DevOps and IT transformation• Monitoring in a transformation context• eG Innovations, ITSM and DevOps• Demo• Q & A
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eG Innovations, ITSM and DevOps• We will analyze this from two perspectives
1. A lifecycle perspective– ITSM lifecycle– DevOps lifecycle2. An IT transformation perspective– People– Process– Tools
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ITSM Lifecycle & IT Infrastructure Monitoring• Separate from APM
• Monitoring of servers, virtualization, cloud, databases, Citrix/VDI, storage, …
• Understand how infrastructure bottlenecks impact the user experience
• Automatic correlation across infrastructure tiers provides immediate insight into bottlenecks enabling the fastest possible remediation
ITIL© does not directly address application development
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DevOps Lifecycle & APM Solution for Web Applications
• Traditionally separate from infrastructure monitoring
• Mainly focused on web apps
• APM provides continuous visibility into how application code issues are affecting the user experience
• Real-time tracing of each business transaction, recording of performance metrics at every stage
APM does not directly address infrastructure1
1 Gartner
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eG Innovations, ITSM and DevOps• We will analyze this from two perspectives
1. A lifecycle perspective– ITSM lifecycle– DevOps lifecycle2. An IT transformation perspective– People– Process– Tools
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IT Transformation perspective: eG & People
• Alarm Viewers – Service Desk Staff, Monitor Users; perform alarm management• Monitor Users – All stakeholders; role-specific dashboards and reports
• Service Level Managers, Business Relationship Managers, Product Managers, Application Developers, Infrastructure Engineers
• Service Level Managers, Business Relationship Managers, Product Managers, Application Developers, Infrastructure Engineers
• Monitor Users – All stakeholders; role-specific dashboards and reports• Alarm Viewers – Service Desk Staff, Monitor Users; perform alarm management
• eG Engineer (Administrator) – Systems Administrator, Level 2/3 Support, Infrastructure Engineer, Platform Engineer, DevOps Engineer
OPS
User Management, Agent Management, Console Admin,
DB Admin, Dashboards, Reporting & Analytics
• eG Consultant (Designer/Developer) – Release Manager, QA Analyst, Application Developer, Tester, DevOps Engineer
DEVComponent/Test Design & Development, Dashboards, Reporting & Analytics
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IT transformation perspective: eG & Process
Service Design
Service Transition
Service Operation
Plan & Build Release Operate
ITIL©
DevOps
Non-Production Services
Collaboration
Continuous Delivery Pipeline(Build, Test & Release Automation)
Production Services
Case Mgt
ProceduresVariable, Uniquei.e., ChatOps
Incident Mgt
ProblemMgt
ChangeMgt
Knowledge Management
ProcessesPredictable, Repeatablei.e., Event Management
Real-TimeEnd-To-End
Visibility
Real-TimeEnd-To-End
Visibility
Systems of Innovation
Systems of Differentiation
Systems of Record
Metrics(Test Results)
Metrics(Alarms)
eG Enterprise converged application and infrastructure monitoring easily
accommodates bi-modal IT operations
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IT transformation perspective: eG & Tools
Service Design
Service Transition
Service Operation
Plan & Build Release Operate
ITIL©
DevOps eG Enterprise integrates with ITSM Suites and DevOps tool chains
OrchestrationEngine
(process)
Service Desk(trouble
ticketing)
Comprehensive Reporting & Trending
OrchestrationEngine (cloud)
Task Automation (ChatOps)
Reporting & Analytics
IntegrationConsole
eG Manager
Custom Measurements
and Tests
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A Classic Transformation Challenge...• eG Enterprise is a Service monitor!
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eG, ITSM, DevOps and IT Transformation• ITSM is about changing mindsets – achieving a services
orientation• DevOps is about culture shift – collaboration, feedback and
continuous learning
Transformational Change1
• Wake-up call• Changes in mindsets, culture• Greatest degree of uncertainty
Transitional Change
• Programs / Implementation (business & human objectives met)
• Boundaries may be uncertain• Significant stakeholder management
Developmental Change
• Projects / Installation (on-time, on-budget, technical objectives met)
• Process adaptation & improvement1Change Leader’s Handbook
Investments here must be supported by customers and
eG Partners
They drive Value Of Investment
(VOI)
RapidReturn On
Investment (ROI)
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Why Converge?• APM alone is not
sufficient, neither is IPM alone
• Converged solution facilitates true root-cause diagnosis
• Minimizes learning curve
• Enhances operational efficiency
• Ensures user satisfaction & productivity
Closing the Visibility Gap
Accelerate IT Transformation with
Converged Application and Infrastructure
Monitoring
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Today’s Agenda
• About eG Innovations• ITSM, DevOps and IT transformation• Monitoring in a transformation context• eG Innovations, ITSM and DevOps• Demo• Q & A
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Monitoring, Transformation & Best Practice• Transformational change requires more than visibility;
transparency is a basis of trust• Transparency requires knowledge; knowledge must be
shared across the service lifecycle• ITSM’s focus tends to be on Prod; DevOps’ tends to be on
Non-Prod; both are needed• Services are the means of delivering value; applications are
not the same as services• Service provides the context for automated diagnosis and
business impact• Automated diagnostics can improve transparency; you
don’t have to fly blind!
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Services are a means of delivering valueUser Experience Management | Total Performance Visibility
Code to Bare Metal | Any Cloud Deployment ModelPre-Emptive Alerting | Automated Diagnosis
Right-Sizing & Capacity Planning
Internal/External Customer-Facing IT Services
Traditional Application Monitoring
Traditional InfrastructureMonitoring
Application Stack
Full End-to-End Service Stack
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Questions
Please submit your questions at any time during the webinar using the questions panel on the GoToWebinar client
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For More Information• More Details– http://www.eginnovations.com/freetrial
• Send an Email– [email protected]
• Call Us– +1 (866) 526 6700