Managing Impact with Novell ® BSM -- BSM Overview December 2008 Managed Objects is a Novell Company.

Managing Impact with Novell® BSM-- BSM Overview

December 2008

Managed Objects is a Novell Company

http://www.managedobjects.com/

© Novell, Inc. All rights reserved.2

How It All Fits Together

Minimize Risk

Communicate Value

ManageImpact

CMDB360 Application Impact

Management

Service Level ManagementDashboards

Discovery

INTEGRATION, SERVICE MODELING AND ANALYTICS

myCMDB


Today’s Challenges

• BSM Manages Impact by providing:

– Real integration

– Protects your existing investments

– Open, flexible architecture with accurate service model

– Automated root cause

– Downtime reduction of 50-70%

Mitigating the Impact of Outages is Critical for Business Success


The Facts About IT Outages

• IT outages cost companies $2M a year, or more¹

– 82% experience business impacting outages

– Average outage is about ½ business day

• Most outages occur because of IT changes

– Application changes cause over 60% of outages

– IT doesn’t always know what hardware infrastructure they have

• IT seldom knows when or how outages impact business

– Users report problems before IT sees them

– IT doesn’t have business context into IT problems

1 - “Trends in application change management”, a Managed Objects survey of 200 IT Executives and Professionals, June 2007


A Typical IT Outage – Order Processing

End Users

Inventory

Order Processing

Payment Processing Customers Call

Help Desk to Report Slow

System Performance

Payment Application Slowdown

Help Desk

Opens Ticket, Calls IT

SLA Manager

IT Manager

Can’t Quickly Isolate & Correlate

Problem… Too Many Silo’s of Data

Hears That Users, are Complaining, But SLA

Status is OK

LOB Manager

Phone Ringing… but Doesn’t See a

Problem

1

2

3

4

5

6


• There’s too many silos of data – Too many consoles – Lots of data - no business context

• There’s no clear view of what’s wrong – IT management tools are component-based, not service-

based – Root-cause is done manually

• Users, Help Desk, Service Delivery, LOB, and IT aren’t communicating in real-time

– Increases problem duration– Increases potential exposure to the business

Why Aren’t Current Approaches Working?

Which “red” do I work on first?

What services are affected?


How Managed Objects Solves the Problem

Shorten Resolution Time by 50-70% or more

• Integrate & correlate existing IT management tools

• Automatically model IT, application, & business services

• Provide intuitive “service view” dashboards

• Automate impact & root-cause analysis

Manage Any Application from a Single Pane of Glass

BusinessKPI’s

BusinessKPI’s


Same IT Outage With Novell BSM – Better Communication, Faster Time to Resolution…

End Users

Customers Call Help Desk to Report Slow

System Performance

Payment Application Slowdown

IT Manager

Uses Single Pane of Glass to Isolate Problem

& Root-Cause in Real-Time… Fixes Problem

50% to 70% Faster

Help Desk

Help Desk Reports: “Ticket Already

Opened”, IT Notified in Real-Time

LOB Manager

Sees Business Impact in Real-Time – Notifies Users &

PR

SLA Manager

Sees Problem -- Sees Real-Time SLA Impact

Inventory

Order Processing

Payment Processing 1

3

2

2

2

2


Case Study: World Bank Group

Challenges: • Needed to see global infrastructure – on one screen

• Didn’t know when key applications were down

• Couldn’t isolate problems when they arose

• Needed better control over changes to the IT infrastructure

Solution:• Accurate, real-time single pane of glass service views provide…

• Leverage current investment in T/EC, OpenView, TADDM, Remedy

• Certify compliance regulations have been met

Target Applications: SAP, Siebel, HR, Loans, Help Desk, Home-Grown

Benefits:• Faster isolation, prioritization, root-cause, and overall MTTR

• Better impact analysis & change control

• Attained BS 15000 / ISO 20000 Certification


Case Study: World Bank Group


Case Study: General Electric

• Challenges:

• Lost $6.4M in revenues due to 64-hour reorder kiosk downtime window

• SLA penalties resulting from outages

• Manual, costly IT process to produce service level reports

Benefits:

• 25% improved availability through proactive “service” monitoring

• Reduced costs in manual SLA calculation and reporting efforts

• Improved customer satisfaction

Target Application: Supply Chain

Solution:

• Created QMI Portal to ensure application and service availability, performance

• Automated and proactive“service” level monitoring and reporting

• Provided role-based views of services, not just technology

• Uncovered previously unknown issue with order processing customer logins


Case Study: General Electric


Case Study: Defense Information Systems Agency (DISA)

• Challenges:• 2M users, 14K applications across 18 systems management centers

• IT kept learning about outages after end-users were affected

• IT lacked understanding of how IT affected business services

• Many IT management data silos including: T/EC, OpenView, SiteScope, & others

Benefit:• Improved availability and service quality

• Reduced IT costs significantly by consolidating 18 data centers to 4

• Saves $140M per year with Managed Objects

Target Applications: Existing IT Management, Home-Grown Applications

Solution: • Consolidated ESM data into role-based consoles for both IT and exec mgmt

• Discover, prioritize, and fix outages before affecting end-users

• Remotely monitor 800 applications across 18 sites from their 4 locations

• Use automation, integration to manage entire environment with 1,000 less resources


Case Study: Defense Information Systems Agency (DISA)


Managed Objects

Role-Based Visualization

Intelligent Service Model

Universal Integration

Traditional IT Management Systems(Configuration, Asset, Helpdesk, etc..)

Why Novell

• In-Depth Experience

• Universal IT & Business Data Integration

• Intelligent Service Model

• Role-based Visualization

• Fastest Time to Deploy


Universal Integration

Leverages Existing Investments Using Out-of-the-Box Adapters


Intelligent Service Model

Impact

Root Cause Gap Analysis

Drift Analysis

Integrated Service Model Monitors State and Relationships Across Physical and Logical Components

Novell Service Model

Event Summary

Service Performance

Order ProcessingSubcomponent

Subcomponent

Subcomponent

Data Center

Web Services

Generated Revenue Inventory

Business Metrics

Data Base

LAN

Subcomponent

Subcomponent

Transaction Volume


Intelligent Service Model - Example

Order ProcessingApplication

SAN – nys1

Sub-net – nys1a

Sub-net- nys1b

Switch- nys1bsw1

Switch- nys1bsw2

Switch- nys1asw1

Switch- nys1asw2

Is the SAN nys1 really in a “critical” state when a switch goes down ?

State & Relationship Data Work Together to Identify Critical Issues

SAN – nys1

Sub-net – nys1a

Sub-net- nys1b

Switch- nys1bsw1

Switch- nys1bsw2

Switch- nys1asw1

Switch- nys1asw2

Typical IT Management System Managed Objects

<- Rules

<- Rules

Order ProcessingApplication


Intelligent Service Model – Integration Example

A Different Perspective on Order Processing…

• CM # 5657-3

Upgrade Server1 scheduled

for this weekend

Change Management

Server1.MyCompany.com

- Dell 450

- Serial number: 451AK4

- 1 gig processor

- 1 gig RAM

- Bldg: 3, Room: 7, Rack 31

Asset Management

• Help Desk Ticket # 5326

Bob called again, he is asking

when we are going to fix Order

Processing performance Help Desk

• Order Fulfillment: SAP

• Version: SAP SCM 6.0

• Installed on: Server1

Service Catalog

• CPU, NIC, Disk, Memory Performance

• Application Specific Monitoring

PATROL

• Log File Monitoring

• Processes

• Misc. Utilization

T/EC• Certain Level of Discovery

• SNMP Up/Down

• Specific Layer Monitoring

OPENVIEW





Patrol – CPU and Disk

utilization HIGH

OpenView – Server ping’able

TEC – Log files clean

Help Desk – Users regularly complain

about performance

Change Mgmt – Server upgrade

scheduled

Asset Mgmt – Server is low-end 1 gig

processor box

Service Catalog – Server is for Email,

Web and HR system

Managed Objects Server

Intelligent Service Model – Visualization Example

Managed Objects Correlated Results for Order Processing

Application


Role-based Visualization

SLA Compliance IT Management

Order Processing Availability ManagementCall Center Monitoring

Telecom Services

Intuitive Dashboard Interface – Tailored for IT or Business Users


Fastest Time to Value

Implement Managed Objects in Days, Not Weeks or Months…

• Unilever

Implemented views for 7 critical services in 2 weeks

• Barclays Bank

1 week to model a service with Managed Objects that would have taken a year to model with Tivoli

• Verizon Business

6 Months from project start to production

“We have never had a tool that could talk to so manyback-end systems – both home grown and out-of-the-box.”

Eric DeRose, Senior Product Manager – Verizon Business


Easy for Us – Hard for Others

• Real Integration• Protects your investments• Proven methodology• Future proof• Open, flexible architecture

Why Novell: Our Unique Approach

Typical BSM Implementation Process

Pick a Service, Application, or

Process

Model theService

Integrate Federated Data

Automate Rules and Analysis

Create Analytics& Reporting

Define & Deploy Role-Based

Views

Identify Objective


Summary

Benefits of Novell BSM

• Shortens outage duration by 50-70%, or more

• Minimizes business impact of IT issues

• Measurably improves service quality

• Maximizes your existing IT investments

• Deploys quickly -- often in less than 90 days

http://www.managedobjects.com/

Managing Impact with Novell ® BSM -- BSM Overview December 2008 Managed Objects is a Novell Company.

Documents

outages impact business

impact of outages

business success slide

business services

business day

novell company

problem rootcause

business context theres