Playtech’s end-to-end Business Service Management journey

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Discover 2013 Barcelona | December 10-12, 2013

Playtech’s end-to-end Business Service Management journey Eli Eyal

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Who is Playtech founded in 1999

based in Isle Of Man

traded on London stock exchange

317.5Euro (2012 revenue)

approximately 2,500 employees in development centers in six countries.

Customers include land-based casinos and online companies

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About Playtech world’s largest publicly-traded online gaming software supplier

develops unified software platforms and content for the online and land-based gaming industries, and provides a range of ancillary services such as marketing, hosting and CRM.

Offers a best-of-breed product suite, including casino, casual games, sports betting, live gaming, lottery, and the world’s largest bingo networks.

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Who am I?

Eli Eyal

OSS manager in Playtech

Worked in many types of organizations including network providers, development companies and IT organizations

15 years of monitoring systems deployments

10 years of implementing HP software and products

15 years experience in integrations.

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2009 – Turning year

Playtech realizes it’s no long a small start-up

Decision to move from a small and free monitoring tool to enterprise monitoring tool

Better monitoring

Something to show to the customers

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End to end solution = success

What do you need for a success

Project manager

• Knowledge in the field

• Vision

• Backup from management

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End to end solution = success

What do you need for a success

Understanding the environment and customers

• What is needed

• What is wanted

• What will be you final result

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End to end solution = success

What do you need for a success

The right tool

• One tool is not enough

• Single point of monitoring is not relevant anymore

• Flexibility and rapid change ability

• Presentation is everything

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End to end solution = success

What do you need for a success

A good team to deliver

• Knowledge is everything

• documentation

• Know how you start – know where you are going

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OSS in Playtech Based on HP software

Monitoring

Operations Manager 9.10

SiteScope 11.13

Network Node Manager 9.10

Configuration Management

uCMDB 9.05

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OSS in Playtech – Cont. BSM 9.13

Main console

• Events from OMi

• Graphs from OVPM

• Graphs from SiteScopes

• Impact on Models from uCMDB

• Business KPI monitoring by SHA

• Tools from events and from CIs in any View

• User Management

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BSM

OM

SiteScope

Topology

Topology

Topology

Topology

Events Events Events

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Monitoring Methods and objects Agent based monitoring

Agent installed on all OS provides HW and OS monitoring:

• CPU

• Memory

• Swap

• File systems

• OS related processes

Application monitoring

• DB monitors – SQL queries

• Application port status and response

• Application logs

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Monitoring Methods and objects Agent –less remote monitoring

Providing status check for

• URLs

• DNS resolution

• SSL certificate expiration

Network monitoring

Monitoring servers network availability

Monitoring communications availability between applications

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Monitoring Methods and objects BPM

Synthetic user experience for our .com products

Monitoring from 6 locations in the world

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What more is needed?

Early detection

Pro-active Vs. Re-active - Prediction

Monitor what we cant monitor

• Human errors

• Internal bugs

• External dependencies

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Service Health Analyzer - infrastructure Originally for infrastructure monitoring

Take the CPU or memory counters

Create baseline for behavior

Create the behavior of the KPI

• For a day

• For a week

• For a month Compare the current sample to this baseline

• Am I in or out? (of the baseline…)

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Service Health Analyzer - business If can be done on infra, why not on business?

Collect business KPIs

Create baseline on each KPI

Send alerts when 3 or more baseline is breached (configurable)

What is the benefit?

Alerts on use cases where standard monitors do not apply

3rd party issues

When no monitoring is available

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Example 1:

Planned outage

Anomaly detected: Sudden drop

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Sudden drop in number of real players

Abnormal behavior started here

End users impacted

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Cause - Denial of Service Attacks

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Example 2 – Behavior change

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Example 3 – Login problem

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What is next

RUM

Diagnostics

Reporter

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Anything is possible

You Just need to be specific about it

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Questions?

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

For more on BSM hp.com/go/bsm