Managing IT Infrastructure And Applications Proactively For Performance And User Satisfaction

1. Managing IT Infrastructure and applications Proactively for performance and user satisfaction

6. Why use ITIL

7. ITIL v3 Core : Lifecycle approach

9. ITIL : Event Management

10. ITIL : Event Management

13. Service Delivery Vs Service Quality Customers (End Users) Billing HR ‘ n’ … .. Apps . . . DBs Servers N/Ws Apps . . . DBs Servers N/Ws How the Service is Delivered DB Team App Team Middleware N/W Team Server Team How the Technology is Supported 97% 99% 99% 98% 96% SLA Compliance 70% 60% SLA Compliance

16. Typical Incident Handling A database anomaly is detected by a systems management tool, but it’s one of 100 blinking lights in IT ops. The service desk hasn’t a clue what’s coming. An hour later, application response times are now noticeably impacted. The database issue has grown over the past two hours and is now impacting server performance and the BEA Weblogic app server. Many users, each thinking “maybe it’s just me”, close the app and try again later . Finally, one user’s job is impacted enough to file an incident ticket. The service desk technician has no clue on the source of the problem, just a user complaint. Meanwhile, more incidents roll in on the application, server, BEA, online app. Tickets come into different techs, all firefighting without realizing they’re fighting the same fire… And after a long day of firefighting, no one had time to diagnose the root cause and record as a known error. This history is doomed to repeat another day… It takes an average of 6 end user calls before IT assigns an owner to an incident ?

22. BMC Solutions Technology – Single Consolidated view of the infrastructure Monitoring Infrastructure BMC ProactiveNet Performance Manager Event Consolidation and Correlation BMC Event Manager Business Impact – Align IT Components to Business Service Service Impact BMC Service Impact Manager

24. IT Operations – Technology View

25. IT Operations - Business View

26. Proactive Incident and Problem Management Billing Service End of Quarter Proactive Incident and Problem Management Knowledge Management Known Errors

31. ! ! ! ! ! ! ! ! ! Upper Threshold Lower Threshold Thresholds Management ! ! ! ! !

32. Upper Baseline Lower Baseline Normal Behavior With BMC ProactiveNet Performance Mgmt… ! ! ! ! ! ! ! ! ! ! ! ! ! !

34. … Sent to Event manager for Root Cause Analysis

35. IT Operations – Technology View

36. BEM, SIM and BEIM – Cell Technology CELL Event Management Service Impact A1 B3 B2 C1 C2 D1 Raw Technology Events D2 C3 Filtering / Correlation

39. BMC Impact Explorer – Event Maps Event maps let you group event collectors on arbitrary bitmaps Event details are available in the same view.

40. BMC Impact Explorer - Event views Automatic event classification according to operational needs Remote actions are contextually available in the events pane A menu structure allows for easy grouping of actions Event management options available in the task bar

41. Cell Capabilities Event Adapters Event Adapters Cell 1 Cell 2 Collection Collection Cell 3 Cell 4 Processing Presentation UI Central Site Remote Sites

42. From Technology to Business Impact EVENT FILTERING NORMALIZATION AND ENRICHMENT A2 EVENT CORRELATION B3 B1 C1 C2 C3 C4 D1 D2 D3 E1 E2 A1 + B2 + C2 + D3 + F1 + A1 + D3 + C2 + SERVICE MODELING Customer Orders Inventory Raw Info Business Relevant Info EVENT MANAGEMENT SERVICE IMPACT MANAGEMENT B2 A1 F2 F1

43. SIM in Action Service Model Application Database System Node System Node IT or Business Service Business service 1 Business service 3 Business service 2 Business svc 4 IT COMPONENTS LOGICAL COMPONENTS Enterprise Management Technical events 3. What causes this business resource to be impacted? 2 2. What is the priority of this incident ? 1 1. What is the business impact of this IT failure ?

47. Value Summary Reduce Support Call Volume Deflect calls by 50% with proactive notifications Reduce L2 & L3 Escalations Impact context increases L1 closure rates by up to 50% Reduce Downtime Rich root causal context and best practice workflows improve time to resolution by up to 50-60% Prioritize Incidents Based on Business Understand business impact and urgency with BMC Service Impact Manager Prevent Service Disruptions Detect and correct system and application problems before they negatively impact business Minimize, Avoid Service Breaches Identify potential problems before they occur with BMC Service Level Management

48. Questions?

49. Website: www.vyomlabs.com Email : [email_address] Phone : +91 20 6632 1000 The Complete ITSM Solutions Company