Name title NetIQ

Business Service Management The intelligent way to communicate service performanceof complex infrastructure aligned with business objectives

NametitleNetIQ

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Increasing complexity fromphysical, virtual and cloud delivery options and

a multitude of management technologies

I’M FOCUSEDON:

• Order processing is critical • Order processing depends

upon IT• IT is costing revenue and

customer satisfaction• Why is it so hard to keep it

available?

I’M WORRIED ABOUT:

• I must keep order processing available

• What is impacting order processing?• How do I prioritize the most critical

events?• I must avoid down time • We have to diagnose faster, be

more responsive … But how?

Situation – Acme Manufacturing

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• Analysis of these problems has highlighted the following challenges:

• One problem impacted the issuing of invoices and caused a knock on effect on business cash flow

• Earlier visibility of the impact would have enabled the business to make arrangements to mitigate the financial impact

• ACME are not aware of many customer affecting problems until the customer reports them

• Identification of the cause of the problem often takes hours• Requires numerous calls and meetings involving representatives from Order

Processing operations and IT operations

• IT Operations often reports no critical issues when users are reporting that performance is slow

• Some problems keep recurring on a regular basis• Lack of understanding as to why

Challenges – ACME Manufacturing

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Reduce Number and Frequency of Problems• Proactive management to detect and address symptoms before they

impact the service

Reduce Repetitive Problems

• Identify and implement automation for recurring problems

Quick Resolution• Prioritize efforts on issues

with the greatest impact to Order Processing

Business Drives ITAlignment and value

deliveredQuick Identification

• Reduce time and effort to identify the root cause

Improve Quality of Service

• Measure the availability and performance against

defined service levels

Real-time Visibility ofOrder Processing issues• Understand impacted customers

• Understand financial impact

Single View of Services

• Mixed, dynamic infrastructure• Lots of management tools

CIO Vision – ACME Manufacturing

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Operations Center Approach

Provide a single, consolidated view• Integrate IT and business data from multiple management tools and applications• Supplement with end-user experience monitoring

Map relations and dependencies between Order Processing, IT services and infrastructure components

• Create a state based service model• Define business rules to automatically calculate impact• Define service level objectives and measure compliance

Provide role based views tailored to users’ information requirements • Executive view, Customer view, Operations view, ….• Business impact metrics• Root cause and impact analysis• Trend analysis• SLA Compliance

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Physical Virtual Cloud

Infrastructure

ERPApplication

ManagementTechnology Performance

and Availability Configuration Service Desk

Integration to External Silos of Information

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Illustrates how modeling the order processing service aid greater understanding how each of the business services relate to each other

Service Modeling

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Real-time business Impact and Root Cause

Illustrates how business rules enable Business Service Management to identify business impact and root cause.

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Show the visualization capabilities of Business Service management which helps to provide a powerful way of illustrating the components of order process and how they support the business.

Visualization

Business Service ManagementDemonstration – Service Monitoring

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1

Order Processing Overview

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Root Cause

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Root Cause

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Event Management

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Event Management

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2

3

4

1

Event Management and Order Processing

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Root Cause

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Incident Management

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Order Processing Integrated View

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Order Processing Integrated View

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Order Processing Performance

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Order Processing Performance

Business Service ManagementDemonstration – Service Measuring

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Order Processing Integrated View

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Order Processing Performance

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Order Processing Performance

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12

3

Orders Processed Today

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1

Service Level Compliance

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Service Levels Last Month

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Service Level PerformanceOver Time

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Order Processing Availability

Business Service ManagementSummary

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SummaryBusiness Service Management provides a consolidated view of the status of a business service which helps you to:

• Understand the business impact of the IT issues

• Reduce the time to identify the cause of service outages

• Prioritize effort on issues with greatest business impact

• Mitigate the impact of service outages

• Proactively manage and address recurring problems

Technology Silos to Services!

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+1 713.548.1700 (Worldwide)888.323.6768 (Toll-free)info@netiq.comNetIQ.com

Worldwide Headquarters1233 West Loop South Suite 810 Houston, TX 77027 USA

http://community.netiq.com

This document could include technical inaccuracies or typographical errors. Changes are periodically made to the information herein. These changes may be incorporated in new editions of this document. NetIQ Corporation may make improvements in or changes to the software described in this document at any time.

Copyright © 2011 NetIQ Corporation. All rights reserved.

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