BMC Software proactive operations platform
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From reactive to proactive IT management: ProactiveNet Optimize application performance by learning and baselining application behavior; predicting problems before they occur; pinpointing root cause; and initiating standardized triage and resolution.
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BMC Software proactive operations platform
- 1. BMC Proactive Availability & Performance Management 12/01/2011
- 2. Agenda Market Drivers Before/Negative Consequences After/Positive Consequences Metrics Required Capabilities How We Do It / How We Do It Better - Packaging – 2 Solutions - What‟s New in each solution - New Differentiation - How We Do It Better - Who to Target – Customer Scenarios - Proof Points Next Steps and Call to Action - Key Contacts & Resources INTERNAL USE ONLY © Copyright 12/13/2011 BMC Software, Inc 2
- 3. Today, IT Operations is Reactive 70% of incidents are reported by end-users before IT knows there is a problem On average it takes 14 people to fix a typical day-to-day problem. 85% of companies have difficulty meeting service commitments INTERNAL USE ONLY © Copyright 12/13/2011 BMC Software, Inc Source: BMC Primary Research 3
- 4. Proactive Operations: Definition Move from reacting quickly to problems to identifying issues before they become problems, and resolving them before they impact users and services Process Optimization Predictive Analytics BSM Platform Automation INTERNAL USE ONLY © Copyright 12/13/2011 BMC Software, Inc 4
- 5. Proactive Availability & Performance Management BEFORE BEFORE : Current State Unplanned outages negatively impact the business Missing SLAs, long MTTR Reactive processes War-room environment, 14 people/issue, Finger pointing Inaccurate assignment of issues Brittle event management that can’t adapt to dynamic change Virtualization operates as silo INTERNAL USE ONLY © Copyright 12/13/2011 BMC Software, Inc 5
- 6. Proactive Availability & Performance Management Negative Consequences Negative Consequences Users / Customers perceive low quality of service Long time to resolution High costs to achieve availability Expensive resources triaging and assigning problems Limited use of virtualization for critical apps INTERNAL USE ONLY © Copyright 12/13/2011 BMC Software, Inc 6
- 7. Proactive Availability & Performance Management AFTER AFTER: Desired State Proactive operations enables IT to resolve issues before an outage or SLA breach occurs IT able to focus on strategic projects that deliver business benefits Efficient Problem Triage Virtualization-ready Event Management & Performance Management INTERNAL USE ONLY © Copyright 12/13/2011 BMC Software, Inc 7
- 8. Proactive Availability & Performance Management Positive Business Outcomes Positive Business Outcomes High Service Levels Satisfied Customers and Users IT viewed as a Strategic Asset to enable Business IT shifts focus from reactive to proactive Reduced Operational cost per service Reduce downtime impacting critical business Services Balance workload of specialist and generalist resources INTERNAL USE ONLY © Copyright 12/13/2011 BMC Software, Inc 8
- 9. Proactive Availability & Performance Management Metrics Metrics MTBF (MTBSF) MTTR (MTTRS) SLA Attainment % Service Availability % customer impacting events € per resolution % applications virtualized % incidents reported by users before IT aware % events caused by change % events with unknown cause % events with same known cause CAPEX OPEX INTERNAL USE ONLY © Copyright 12/13/2011 BMC Software, Inc 9
- 10. Proactive Availability & Performance Management Required Capabilities Required Capabilities Single, scalable enterprise view across business services Standard, Comprehensive Diagnostic Data Accurate Probable Cause identification Impact Management of Business Services Efficient Resource Assignment Automated polices, rules and actions Physical to Virtual mappings & tracking Integration into a management platform INTERNAL USE ONLY © Copyright 12/13/2011 BMC Software, Inc 10
- 11. How We Do It How We Do It Better
- 12. Our Solution…End-to-End Application Visibility for Enterprise/Cloud/SaaS Proactive Application Performance Management From the data center perspective CDN Web Tier App Tier Other Tiers End to End BMC Application Performance Management From the end-user perspective INTERNAL USE ONLY © Copyright 12/13/2011 BMC Software, Inc 12
- 13. Our Solution…End-to-End Application Visibility for Enterprise/Cloud/SaaS Proactive Application Performance Management From the data center perspective CDN Web Tier App Tier Other Tiers End to End End User Experience Management App Tier Deep Dive From the end-user perspective INTERNAL USE ONLY © Copyright 12/13/2011 BMC Software, Inc 13
- 14. Simple Service Models Reduce Complexity of Modeling and Rules Traditional Event Console Automatic relationship mapping between events and devices Define simple groups via UI Leverage service models in Automatic Event to Device CMDB Simple Service Models INTERNAL USE ONLY © Copyright 12/13/2011 BMC Software, Inc 14
- 15. Event Automation Automate Corrective Actions Collect additional diagnostics & enrich events Leverage standard automation architecture to initiate incident & change mgmt processes Execute standardized triage & remediation tasks INTERNAL USE ONLY © Copyright 12/13/2011 BMC Software, Inc 15
- 16. Application Management (AppDynamcis & AppSight) Pinpoint Application Problems Efficient resolution of Application Problems Continuously monitor real & synthetic web application transaction flows Pinpoint cause of problematic application transactions Escalate problems to App Support & Dev for deep code analysis Patented Technology INTERNAL USE ONLY © Copyright 12/13/2011 BMC Software, Inc 16 16
- 17. BladeLogic Config Change Probable Cause Analysis Isolate Impact of Configuration Changes Factor configuration changes into more precise probable cause analysis Reduce impact of change side-effects and human error Trigger configuration change verification and remediation workflows INTERNAL USE ONLY © Copyright 12/13/2011 BMC Software, Inc 17
- 18. Virtualization Analytics Extensions Increase MTBF in Virtual Environments Detect and visualize physical & virtual relationships Capture motions and detect performance changes instantly Retain baselines to match dynamic virtual environment Factor virtual relationships and motions into probable cause analysis Virtual Server Added support for XenServer INTERNAL USE ONLY © Copyright 12/13/2011 BMC Software, Inc 18
- 19. Proactive Operations Management Console Single Proactive Operations Console for Services, Events and Data Automation Platform for Triage, Isolation, Notification and Resolution activities INTERNAL USE ONLY © Copyright 12/13/2011 BMC Software, Inc 19
- 20. Predictive Root Cause Focus On Outage Avoidance Probable Cause Intelligent Rules & Policies Patented Technology INTERNAL USE ONLY © Copyright 12/13/2011 BMC Software, Inc 20
- 21. How We Do It Better The “Truth” about Proactive Our Key Differentiators (CA, HP, IBM) - Analytics – Self-learning, Virtual and Predictive - Preventative vs Reactive Automation - Cross-Domain & Cross-Vendor Probable Cause Analysis - Integration & Automation across Unified BSM architecture Niche Competitors (e.g., Netuitive) - Limited automated probable cause analysis – more focused on generating a single alarm - Lack Integration & Automation across Unified BSM architecture Preventative automation – highly customized and PS-intensive Lack Capacity planning - Inhibit vendor consolidation Do not offer monitoring at all, but support a variety of monitoring solutions – limited formal partnerships, always „catching up‟ to new releases INTERNAL USE ONLY © Copyright 12/13/2011 BMC Software, Inc 21
- 22. Application Performance Management The BMC Advantage 100% Visibility Exceed Service Levels – Eliminate “blind spots” without information overload Forensic Analysis Ensure reliable, high-performing apps – Analysis and present EUE data in meaningful and easy-to-use format End User Behavior Monitoring Exceed Business Expectations – Real-time business and user impact analysis Broadest Coverage for Enterprise, SaaS and Cloud Reduce Cost – From end user to middleware to maintain to cloud; multi vendor Time to Value Meet Business Expectations – Scalability with rapid time to value INTERNAL USE ONLY © Copyright 12/13/2011 BMC Software, Inc 22
- 23. Proof Points Beta Feedback We can "drastically reduce the MTTR”… What are customers saying? eliminate the need for SWAT teams… "very powerful“ - Quest Diagnostics “This is what we‟ve been waiting for” “This is it!” - Diebold Looking to cut effort to maintain (rules development) by 50%; decrease MTTR by 50% and 50% reduction in labor cost per P1 issues - EDF Four NEW customers joined the Reduce maintenance effort by 40%, Customer Connect program (out of Common console will reduce maintenance nine customers in the beta) by an additional 20% - Community Health Services INTERNAL USE ONLY © Copyright 12/13/2011 BMC Software, Inc 23
- 24. Who to Sell To
- 25. Who are the IT Operation Buyers? We need to drive down IT costs while maintaining a high level We need to manage a of service heterogeneous infrastructure, physical & virtual Kym, VP IT Operations & Support Tom, Mgr, Server Engineering & Operations Len – Director, IT Operations We need to align the Business and IT Operations and focus on critical business services INTERNAL USE ONLY © Copyright 12/13/2011 BMC Software, Inc 25
- 26. Next Steps & Call To Action
Editor's Notes
- Internal Business users are dissatisfiedExternal customers are pissed off and churningThe operation is inefficient which is the #1 concern in today’s economy
- Simple Service Models reduce the requirement for manual creation of detailed service models (CMDB) and complex rules to correlate eventsAutomatic relationship mapping between events and devices (screenshot illustrates the event to device relationships). This is one of the benefits of event analytics.Define simple groups via UI (in BPPM and BEIM)Leverage service models and service relationship information (if CMDB deployed) – CMDB is bi-directional and near-real-time synchronization nowLeverage virtual relationships between physical and virtual for probable cause analysis (if monitoring VMware with BPPM)Both simple (and detailed) service models can be leveraged along with time-based analytics for determining probable cause of events (in BEIM) and monitored data (in BPPM).
- Integration with BladeLogic for more precise probable cause analysis OOB integration with BladeLogic(if deployed) for config change history verification onlyCustom Integration via AO for change verification and remediation workflows is possible via custom or PS work.Trigger Configuration Change Verification Workflow “out-of-the-box” (if deployed)Automated as part of probable cause analysisManual, on-demandDisplay change history for operator verificationTrigger ITIL Incident and Change Mgmt lifecycle processes (if deployed) as part of Problem Triage and Remediation Workflow AutomationVerifies change is compliant with policiesReverts changes if non-compliantGenerates change events when configuration changes are requiredUpdates change event status continuously
- Key Points: Now that virtualization is more widely used AND in order to enable more virtualized applications in production – To truly know where performance problems are – you need to consistently correlate and analyze performance data collected across physical and virtual platforms.BMC ProactiveNet Performance Management consistently monitors and analyzes performance of your virtual applications, including transactions and their supporting IT infrastructure – all within a single solution. By improving the predictive accuracy of your combined virtual and physical infrastructure, you can increase your lead time ,and thereby resolve potential problems before users are impacted.What you see here is a “mixed” Tree view that combines both physical and logical views with drill-down capabilities. Physical and Virtual only views are also available. You can quickly see where a problem resides.Talking PointsBy learning and keeping track of motions while also retaining baselines -- BMC ProactiveNet Performance Management ensures that every event has probable cause data (there are no gaps in probable cause data and detailed diagnostics) and it eliminates pointless events when motions occur, that have no impact on actual performance or availability. Dynamically discovered virtual relationships and automatically captured detailed diagnostics are leveraged for more accurate probable cause analysis – augmenting service relationships in the CMDB (if available and deployed) Alerts are automatically generated on motions – and are correlated with performance alerts so that operators are made aware of motions when evaluating the probable cause of performance issues.Additional DetailsInformation shown in this slide comes from the native VMware adapterWhich is collecting any number of metrics , from the VMware Virtual Center Server – or the ESX HostThe adapter supports dynamic failover for vCenter and ESX hosts, so if vCenter is unavailable, BPPM can still collect data directly from the ESX hosts.BPPM natively supports VMware (vCenter, ESX, ESXi)BPPM via BPM for Virtual Servers and BPM for Serverssupports Microsoft Hyper-V, VMware (vCenter,ESX, ESXi), AIX LPAR/WPAR, Solaris Zones/Containers and Logical Domains, and HP UX nPar/vPar/VM Host/VM Guest, Citrix XenServer (new in BPPM 8.x in December)
- While all the major vendors have APM solutions for the Operations center, none do it as well as BMC. There are 5 key ways our solution is superior to any others in the marketplace, and the reason we’ve been able to deliver value. Gain 100% Visibility. Eliminates “blind spots” by accurately filtering data based on defined policies to ensure you have all the information you need — without overloading you with unnecessary noisePerform Forensic Analysis. Automatically collects, organizes, and analyzes all end-user experience data and presents all relevant data in a meaningful and easy-to-consume format to enable rapid problem detection and isolationMonitor End-User Behavior. Ties userbehavior (i.e. conversion/ abandonment rates, number of pages seen, time-on-page, completed/abandoned transactions, etc.) to application performance and a detailed record of the problems that occurred during each customer visit for real-time business and user impact analysisDeliver Broadest Coverage for Enterprise, SaaS and Cloud apps. Manage apps from the end user to middleware to mainframe to cloud – across multiple vendors and platforms – enterprise, SaaS and cloudSingle, integrated solution for IT and App Operations Superior time to valueSingle data collection strategy, single admin console, single role-based operator console - No swivel chair mgmtIntegrated products and processes drive PreventativeAutomation) – including driving capacity optimizations, automated repairs,…Comprehensive (broad & deep & lightweight) data collection (correlate infrastructure and apps, does not place undue burden on the system and eliminates manual steps, appropriate deep dive diag are collected and then turned off, self-configuring)Time to valueEasy to setup, delivering quick results.
- Newly added to the Customer Connect program: Jeppesen, EDF & Quest DiagnosticsOther customers/Goals:Fujitsu: Goal is to redeploy 2 FTEs to more productive work from event isolation (eliminate false positive events currently at 86% to under 10%)