NMS Master#6

Innovise ESM

Andrew Szlachetko BDM NMS PracticeDave Warnock Principal Consultant

Innovise ESM - Facts

• Part of Innovise group of companies• 200 people; £15M T/O; UK base, global reach, Johannesburg & Mumbai resources• Innovise ranked 10th in the UK in the 2010 Deloitte Technology Fast 500

• Independent IT solutions company focussing on:• Design, Provision and Operation of Service Management Solutions• Design, Provision and Operation of Infrastructure/ Network Management Solutions

• Blue-chip customer base and deep strategic vendor partnerships• Lloyds Group, HBOS, Thomson Reuters, Electrolux, Fujitsu, UBS, BT, Nestle, Tesco• CA, Cisco, HP, IBM and ServiceNow.Com

• Our value-add: vendor agnostic & trusted advisor• Able to deliver solutions based on business outcome (not vendor driven)• Single source for Design, Implementation and Support in a multi-vendor environment

• Our objective:• To help IT organisations to become more agile and more leaner through consolidation,

through automation and through resourcing

Complex IT Infrastructure Mgmt

Business – IT Alignment Project and Portfolio Management Solutions

(Demand Management) Actionable Service Catalogues SLAs / OLAs / Service Metrics / Analytics Service Accounting / Charge-back

IT Service Management• Process and Organisation Definition• Incident / Problem / Change etc• Service Modelling • Configuration Management• End to End lifecycle asset management

including SAM

Application, Infrastructure & Operations Management• Service / Application performance management• Virtualisation Management• Dependency Mapping• Network design and architecture• Network and Voice Management• Security and Threat Management• Integration Services• Systems / Event Management• Process Automation (Datacenter)• Workload Automation

Innovise ESM

Customers

Innovise ESM

Customers

Operations Management Practice

Capabilities and background overview…..

Business to IT Alignment• NMS/ OSS Strategy Review, Design & Delivery• NMS/ OSS Toolset Consolidation• Framework & Roadmaps (TMF accredited)• Process Orchestration

Network/ Infrastructure Automation • Fault, Configuration & Compliance Management• Network, Server & Application Performance Monitoring• IT Process Automation (ITPA)• Data Centre migration, consolidation & server virtualisation

Resourcing• Short term specialist resourcing engagements • Integration skills in multi-vendor environments (CA, Cisco, HP, IBM,

including some of the more niche vendors)• Configuration, testing and transitioning

What we do

Service Engagements what we deliver

• Strategic reviews

• GAP, Synergy and Roadmap Analysis

• Business Case Analysis

• POC definition, fulfilment and evaluation

• Validation testing using Innovise MPLS network

• Impact analysis reporting

• Translating business requirements

• Formulating technical and functional requirements

• Network and infrastructure design services

• Transitioning/ integration

• Configuration

• Testing into customer’s environment

2. Design1. Review• Matching requirements with

specific solutions

• Product vendor awareness and analysis

• Knowledge transfer/ training

• First line support

• Upgrades and new product awareness

• Continual Service Improvement

3. Solution

Review Design SolutionVendor

SelectionImplementation

Operational Processes

4. Vendor Selection 5. Implementation 6. Operational Processes

• Top Tier Vendor Relationships: CA Technologies, Cisco, HP, IBM

• Exec level sponsorship on both sides

• Access to development / leading edge teams

• Symbiotic, focussed on value add to end customer

• Strategic Partnerships: niche vendors, tailored engagements

Key Vendor Relationships          

Example Engagements

How we build long term partnerships with our customers.....

Virgin Media Business

Requirement1. Better utilise IT to enable Virgin Media Business achieve its core

business objective of ambitious growth 2. Streamline network operations and reduce time from cash to order3. Reduce admin overheads and manual processes through

automation4. Improve customer service

Core delivery1. Innovise designed, built, configured and tested a highly scalable,

available and automated solution within the required 20 week time window

2. Solution consisted of:• HP Network Node Manager (NNMi), with Smart Plug-ins (iSPIs)• Network Automation (NA)• Route Analytics Management Systems (RAMS)

3. Solution immediately delivered value by highlighting 400 devices with configuration mismatches

4. Further benefits were:• Integrated NMS that improved visibility, performance and availability• Elimination of many bottlenecks and manual processes, reducing the time

to take-on new customers

2011 – PresentUK national

network

Pre-bid DD for UK Service Provider

Requirement

1. Mitigate risk with taking on the IT infrastructure for a UK NHS Trust 2. Recommend an approach to assist with further due diligence prior

to BAFO3. To carry out a discovery exercise of the Networks, Servers, Active

Directory, SAN and application estates across 120 comms rooms, 500 network devices and 4, 000 desktops

Core delivery

1. Innovise engaged with Service Provider and NHS Trust Network Management teams to determine the scope of final delivery of a outsourced managed service.

2. We delivered a network discovery and validation strategy that addressed the gaps in auto discovery to manual discovery within the time frame provided.

3. Service Provider was able to realise the following benefits;• Achieved cost savings through virtualisation and license

consolidation• Enhanced Network Management capabilities through

separation of support and delivery functions• Aligned discovery delivery with business requirements and bid

approach.

2013 – PresentUK Service

ProviderMore than 1, 800customers

Barclays

Requirement

1. Strategic review of Barclays Global Retail Bank’s (GRB) and Barclays Capital’s networks

2. Provide a detailed Gaps & Synergies document3. Provide a Roadmap for future integration

Core delivery

1. Innovise engaged with Barclays global Network Management teams to determine their capabilities, gaps and synergies

2. We delivered a network management strategy that addressed the gaps, leveraged the core capabilities across the business and provided a roadmap for deployment

3. Barclays was able to realise the following benefits;• Achieved cost savings through global software purchasing and

license consolidation• Enhanced Network Management capabilities through

separation of support and delivery functions• Aligned Network Management delivery with business

requirements

2011 – PresentGRB – 15K devicesCapital – 10K

devices

Tesco

Requirement

1. To better manage and support all Tesco commercial offerings including Tesco Retail, Tesco Bank and Tesco.com

2. Simplify and streamline Tesco BSOC’s legacy NMS systems across 2,000+ stores

Core delivery

1. Innovise ESM delivered a highly scalable, secure and automated solution, based on HP’s NA application

2. Homed in the UK and fully accessible over Tesco intranet to all support staff around the clock

3. Provides Tesco IT with operational awareness , being in control over network changes on over 26,000 devices

4. Reduced mean time to fix from days to hours5. Reduced administrative overhead and increased automation

2011 – PresentUK – 2,000+

stores

Thank You.

Additional Information

Lloyds Banking Group

Requirement

1. Enhance the existing implementation (HP, IBM, BMC)2. Design and Implement a new service management solution to

include Incident, Problem, Change, Configuration, Release, Interface to third parties and internal systems

Core delivery

3. Strengthened the existing implementation through training and performance tuning.

4. Completed the design and implementation of a new Service Management solution went live on March 2009. • Process to technology alignment as part of the deployment• Responsible for all aspects of the technical solution deployment• Tight integration with the LBG team – ‘one team’• On-going engagement with HBOS integration

2005 – PresentUK – 3,000+

users

UBS Investment Bank

Requirement

1. Reduce run-rate operational expenditure on infrastructure management (in particular server management)

2. Replace legacy technology that was impacting infrastructure (e.g. Server) capacity with alternative lower footprint solution

3. Automate several process areas to increase bandwidth within current teams

Core delivery

4. Analysis and Design of future state environment, - 15,000 x Tivoli and BMC Patrol agents

5. Provision of highly functional. Low footprint solution, comprising IBM Netcool and Innovise ESM monitoring agent

6. Ongoing Support

7. Significant and Immediate ROI

8. Industry experience and relationship with customer

9. ‘Joined’ up proposition – positioning within overall Bank’s Service Management Proposition

10. Significantly Reduced on-going opex (maintenance charges and operational costs)

2009 – Present

Nestlé

Requirement

1. Develop global ITSM Roadmap to deploy HP Service Manager 7.11 globally with focus on;

• Call Management• Incident Management• Knowledge Management• Configuration Management • Service Structure

2. Deployment of roadmap

Core delivery

3. Analysis and Design4. Development of Nestle’s ITSM Strategy5. Deployment of Change Management, Request Management, 6. Enhancements to existing modules including upgrade to version 9

binaries7. Ongoing Support of HP ITSM toolset

2009 – Present

10,000+ users

Thomson Reuters

Requirement1. Provide service management consultancy and advice2. Design & Implement Service Management programme3. Design & Implement a Global Asset Management programme4. Design and Implement global Technical Order process

Core delivery1. Implemented service management programme globally supported

by ServiceCenter• Incident, Problem, Change, Config, Release, Knowledge• Multiple (10+) complex interfaces including bi-directional Siebel

2. Implemented Global Asset Management programme – managing 8 strategic data centres• Using Asset Centre to hold details of Data Centre inventory and

configuration items• Multiple interfaces including Aperture for space management

3. Implemented Technical Order Management including • New process to progress technical orders using the

ServiceCentre work-flow engine4. Trained and mentored off-shore development team

Went live 26th April 2009 for first two countries. Further ten countries followed throughout 200924 x 7 3rd Line Support Service provided for ServiceCentre and AssetCentre

2006 – PresentUK – 2,500+

users

EMI

Requirement

1. Provide consultancy and advice2. Design & Implement a Service Catalogue 3. Simplify entries for clients4. Automate cross-departmental work flows5. Provide transparency for management

Core delivery

1. Series of workshops with key users to define structure2. Solution developed using existing ServiceNow implementation3. Produced user guides4. Improved ‘virtual’ team working5. Improved tracking and reporting6. Visibility of marketing’s offering to customers

2011 – PresentGlobal

deployment

• Largest Telco in Pakistan• Displacement of HP TeMIP for FM and HP

ServiceCentre help desk• Resulting in significant savings on license model of

HP solution, also removed need to rent physical hardware from current provider

• Design and deployment of Netcool Omnibus and TSRM, with associated product

• Large scale deployment team working on site & remotely

• Delivery of customized training

Mobilink - Pakistan

< Customer logo >

Skills Matrix

Technologies and Solutions Design Implement Support Train

Application Performance Monitoring ü ü ü MPLS/VPN Management ü ü ü üNetwork Compliance Audit ü ü ü NMS/OSS Strategy ü ü ü NOC Design and Implementation ü ü ü üNMS Automation and Integration ü ü ü Route Analysis ü ü ü Small Office Routers/Switches ü ü ü üBranch Office and SMB Routers/Switches ü ü ü üHead Office/WAN/VPN Aggregation ü ü ü üContent Networking ü ü ü üMPLS ü ü ü üMulticast ü ü ü üQoS ü ü ü üAccess servers and VPN ü ü ü üLAN/WAN technologies (Ethernet, ATM etc.) ü ü ü üOSS/NMS Infrastructure ü ü ü üUNIX systems (Solaris, Linux and HP-UX) ü ü ü üDNS/DHCP/WINS ü ü ü Directory Services (Novell, Sun, Microsoft, Active Directory) ü ü ü HTML ü ü C/C++ ü ü ü Unix/Windows Scripting ü ü ü XML ü ü ü TIBCO ü ü ü CORBA ü ü ü PERL ü ü ü PHP, MySQL ü ü ü JAVA/J2EE ü ü ü

Application Performance Monitoring (APM)

The APM Challenge

Unavailable or SlowAvailable, Performing as Expected

Web Server

Systems

Mainframe

Database

Network

Application

End-User Service

05:00 06:00 07:00 08:00 09:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00

99%

99%

99.999%

99.9%

99.99%

99.9%

?

% available

Little Issues Add Up

?

And who is measuring the real user experience… and managing the whole service

End-user experience monitoring

“The capture of data about how end-to-end application availability, latency, execution correctness and quality appeared to the end user”

Why is it important?• Because the end user’s experience is precisely where business process

execution interfaces with the IT stack.

• The application may only exist as an integral whole only when the end user is accessing it so the end user’s experience may be the only vantage point.

• End-user experience monitoring can be easily explained and justified to line-of-business and C-level executives.

End-user experience monitoring

There are four fundamentally distinct technologies being deployed for end-user experience monitoring:

1. Synthetic Transaction-Based Proxy Monitoring.• Software robots at user access points, reliance on scripts

2. Packet Capture and HTTP-Based Analysis (70% new deployments)• Appliance-based packet capture from switch SPAN ports

3. Endpoint Instrumentation• Agent-based for collecting data how user interacts with a device

4. Web Page Script Injection• J-script injection of monitoring functionality directly into the code of a Web page

CA Wily APM Copyright © 2

WAN/WWW

End User

App ServerRouter Firewall Switch Web Servers

Load Balancer Portal

SAP

Siebel

Web Services

3rd Party Applications

Databases

Mainframe

PSFT

Database

NETWORKUSER

BACK END

• Conduct problem triage• Diagnose root cause

• Monitor all transactions through the infrastructure• Measure response and SLAs

• Understand end-user experience• Establish SLAs

FRONT END

MIDDLEWARE

End-user experience monitoring

Robot, probeor agent

Robot, probeor agent End-user APM

APM- Key features and benefits

Collaborate across IT and the Business• Understand Web and network infrastructure performance• Measure customer success, and the revenue impact (when problems occur)• Manage SLAs and improve ROI

Real time monitoring of all transactions end-to-end• Monitor production applications 24 x 7• Detect problems before SLAs are breached• Correlate the user experience with application performance

Predict problems before customers are impacted• Quickly triage and diagnose problems to improve availability & performance• Maintain higher application and transaction success• Improve IT productivity and decrease time to repair incidents

Network Automation