© 2006 IBM Corporation ® © 2007 IBM Corporation Tivoli Business Service Manager v4.1.0 Clayton Ching Market Management, Business Service Management [email protected]

© 2006 IBM Corporation

®


Tivoli Business Service Manager v4.1.0

Clayton ChingMarket Management, Business Service [email protected]

IBM Software Group | Lotus software

IBM Software Group | Tivoli software

2

Agenda

– What is Business Service Management?

– What is TBSM 4.1?

– Why Sell?

– Who to sell to?

– The value of BSM and TBSM

– Competitors

– More Information



3

Service Management requires a closed-loop approach

What’s happening with the

infrastructure?

How does this relate to the

business service?

What actions do we take to correct the

problems?

Service Management PlatformService Management Platform

Event Management

Business ServiceVisualization

ProcessAutomation



4

Operating

SystemsApplications

ERP systems

TS

OM

. T

IM,

TA

M,I

SS

Netview z/OS

ITCAM

Server, Systems, & ApplicationAvailability & Performance Management

ITM

Mainframe Distributed

Pro

be

sAd

dit

ion

al

KP

I &

Bu

sin

es

s S

up

po

rt D

ata

Change and Process ManagementChange and Process Management

Business Service ManagementBusiness Service Management

• Common PortalCommon Portal• Linked IntegrationLinked Integration• ReportingReporting• Historical ReportingHistorical Reporting

Tivoli Integrated Tivoli Integrated PortalPortal

CCMDB

Process Managers

TADDM

Wire-line Networks Wireless Networks

OMEGAMON

Middleware

Resource Metrics & Enterprise Warehousing Service Provider Network Warehousing

Network Availability andPerformance Management

Topology RCA

PrecisionNetwork Assure

Proviso

Wired Perf. Wireless Perf.

Omnibus – Event Consolidation & Correlation

Impact – Advanced Event & Data Correlation

Performance AnalyticsSLA for TEP Service Assure

Analytics SubSystem

Service DashboardService Dashboard

TBSM

TSLA



5

What is BSM?

Managing by Service - Not by IT Infrastructure

Run your IT like a Business

Prioritize IT according to Business Impacts

IT in Business TermsIT in Business Terms

Aligning IT with Business

BSM is not a Product



6

BSM is a journey and must incorporate the people, process and technology

and information that support the business.

Key Thought


®


Business Service Management



8

What is a Business Service?

Traditional understanding:

A customer, partner or user facing business application.

– Examples: SAP, Seibel, Oracle, Microsoft Exchange

Business Service defined:

A business service is any customer, partner or user facing group of applications, middleware, security, storage, networks and other supporting infrastructure that come together to enable a comprehensive, end-to-end business process, transaction, or exchange of information.

Examples: Online banking, e-commerce, credit card processing



9

Single Effective Management Interface: Business Dashboard

Service Status Indicators

Third Party Data

Domain Status Indicators

Realtime & Historical Reports

Realtime Business Indicators


®


Business Metrics vs. IT Metrics



11

What are KPIs?

KPIs (Key Performance Indicators) are Operational, Line of Business, and financial metrics that reflect the strategic performance of an organization

Sample KPIs: Banking Transactions, Medical Record Lookups, processed orders, failed transactions, transaction response time



12

KPIs by Industry (sample)

Great location on industry specific KPIs:http://w3-03.ibm.com/sales/compass/industry/lc/custbusvalqv.nsf/Content/85257067%3A00573A45

Retail Financial Services- Teller, ATM, Retail Banking Transactions completed- Avg. Response Time by Transaction Type- Failed Transactions- Revenue from transactions- Operational Penalty for application downtime and severe performance degradation

Equities Trading- Transactions completed online- Transactions passed to trading floor- Online trading application performance- Online trading application availability

Auto Manufacturing Sales- Dealer Application Availability- Orders processed- Failed & reprocessed orders- Order processing time when circuit utilization high.

Video Publishing- Number of videos purchased by retailers- ‘Order processing’ application availability- Partner network circuit availability- Failed & reprocessed orders

ASPs (service hosting)- Active Users per application instance by Customer SLA Type- Failed queries per application instance- Average logged-in time by customer- Average transaction completion time, and comparison to historic metrics under identical loads



13

IT Centric KPIs

Email Environment- MB of email processed by server and region

- Internal and external Messages transferred

- Average internal & external email transfer times

- Failed transfers

3 Tier Web Applications

- Breakdown of response times by tier and network

- Response time by tier as percentage of historic averages

- Active Users per application

- Load Balancer sessions

Server Virtualization

LPAR & Virtual Machine Utilization

Physical server or mainframe utilization

Efficiency achieved through virtualization

Virtual Instance and physical device availability

Enterprise Operations

High Severity Tickets per Line Of Business

Line of Business Application Availability

Mean Time To Repair

User experience by line of business vs. historic average


®


Delivering BSM



15

Service Management

What’s happening with the

infrastructure?

How does this relate to the

business service?

What actions do we take to correct the

problems?

Any Event or Fault from Any Source - ITM,

Omnibus, TEC, ITCAM, OMEGAMON XE, NMS, EMS, Devices, 3rd Party

Infrastructure Events

Real-time Transaction Performance, Service Status, and End-User & Service Experience - (ITCAM portfolio, 3rd Party)

Experience Dependencies

Relationship and Discovery Data – TADDM, CCMDB, MRO Asset,

Inventory, Network Mgmt, BPEL, 3rd Party CMDB

Business Metrics

Business Support Data – Incidents, Call Records,

Billing Data, Process dependencies, Revenue, and Risk Analysis data

Execu

te

Pla

n

Monitor

a

Ana

lyze

ViewsBusiness Views: SLM/SLA, Rev$$, Health, CustomerOperational Views: RCA, Compliance, Impact Analysis, Incident Mgmt.

ActionsImpact Analysis, Task Automation, Config,

Provisioning, Activation, and Orchestration –

TPM, TCM, TIO, Impact

TBSM facilitates the linking IT to the Business


®


Tivoli Business Service Manager



17

TBSM v4.1 Architecture

TBSMServer

TADDM

TBSM V4 Web-Console

OMNIbusServer

DiscoveryIntegration

IDML

Discovery Flow

NetcoolImpact: for 3rd

partyCMDB, XML

WebServices & others

ITM v6

TivoliData

Warehouse v2.1

Reporting

Netcool Reporter

Historical Reports

TBSM Agent

MOSWOS

Integration

HP OpenView NNM CA Unicenter TNG BMC Patrol NetIQ

TEC ITM v5 ITM v6 OMEGAMON ITCAM

Distributed and z/OS Monitoring

Status Event Flow

IMS CICS DB2 TWS SA/390

ASG BMC CA

ServiceModel

Out-of-box Status Event Mapping

Legend= TBSM V4 installed

OMNIbusGateway

ForTroubleTicket

Probe Library now covers 500+Event Sources – Largest Available

Syslog SNMP v1,2,3 All 3rd Party EMS/NMS

Choice of 9 Server

Platforms


®


Business Service ManagementDiscovery Library Adapters z/OS



19

BSM Solution – High Level Architecture

Leverage Customer Data:(used to define services,

drive health & compliance, & align IT resources to business

service context)

Event Engine drives component status/health

(OMNIBus – TEC, ITM, Probe feeds)

Customer Resource Data (Inventory, CMDB,

Provisioning Data)

Events Dependencies

Expand to 500+

Data Feeds

RAD

TBSM

Business Data

CMDB

Resource, Application, Network Discovery

statusstatus

structure structure statusstatus

structurestructure

Mainframe resources, (OMEGAMON, 3rd Party

applications)

z/OS

Relationships & Health

ORACLE Postgres

DB2

Incidents, Transactions, Billing, Performance, Process, Compliance

MSSQLMYSQL

Any RDBMS

rulesrules

permissionspermissions

visualizationvisualization

TADDM

Customer Resource Data (Inventory, CMDB,

Provisioning Data)



20

BSM Solution for z/OS – Out-of-Box support

TBSM v4.1 will provide support for the following z/OS Data Sources:

– OMEGAMON XE v3.1, v4.1 Agents• OMEGAMON XE Distributed Agents and monitored resources will be discovered by the TMS

Discovery Library Adapter• OMEGAMON XE status event integration will be supported by the OMNIbus EIF Probe. This support

is not agent specific. • TBSM out-of-box configuration provided for discovery and status event flows

– General z/OS Resources• The z/OS Discovery Library Adapter will discover the following z/OS resources and relationships:

– zSeries hardware and z/OS details– Address Space details and relationships– DB2 Subsystem details and relationships– IMS Subsystem details and relationships– MQ Subsystem details and relationships– CICS Region details and relationships– WebSphere Application Server details and relationships

• Status event integration for z/OS discovered resources will be supported by the OMNIbus EIF Probe. • Customers may send their own EIF status events to discovered resources

– Options include NetView for z/OS Event Automation Service and EIF in USS



21

Business Component Views• Executives• Business Managers • End Users

TBSM

Operational Component Views• Application Support staff• Help Desk staff• Operations staff

TBSM

Infrastructure Views• Operations staff • Technical Support staff

ITM & OMEGAMON XE

Low level Diagnostics• Technical Support staff• Systems Programmers

OMEGAMON Classic

BSM Solution for z/OS – Alignment with OMEGAMON

TBSM provides value-add to an OMEGAMON XE / DE solution

• Visualize business services and supporting infrastructure from the top down• Integrate IT infrastructure monitoring with the Business service monitoring• Integrate business metrics and status with infrastructure metrics and status from OMEGAMON• Manager of managers – supports a wide variety of data sources for alerts and metrics• Multi-path status propagation for alerts as well as aggregation of business metrics• Integrate with Tivoli Service Level Advisor – combines real-time SLA evaluation with historical trending and analysis



22

BSM Solution for z/OS – Alignment with OMEGAMON



23

Agenda

IBM Tivoli Business Service Manager V4.1 with z/OS Deep Dive

– Key Features

– z/OS Discovery

– z/OS Service Modeling using Component Registry

– z/OS Status Event Flows



24

What is the IBM Discovery Library? … IDML? … Common Data Model?

An XML schema specification, called IDentity Markup Language (IDML*), that includes the definition of the IBM Common Data Model.

– It is a set of specifications, components, and best practices for communicating the discovery of resources and the relationships between resources within the enterprise.

The IBM Discovery Library facilitates a lightweight, common way to share information about discovered resources and relationships through the implementation of IDML

Discovery Library Adapters (DLAs) are written by IBM and others

The discovery library is a specification for communicating the existence The discovery library is a specification for communicating the existence of resources and relationships between authors and readers. of resources and relationships between authors and readers.



25

z/OS Discovery Library Adapter

The z/OS DLA runs as a batch job• Manually as required, or via a job scheduler, or via an automation product.

Discovers resources and relationships on z/OS, including:• z/OS, zSeries Hardware, IMS, CICS, DB2, MQ and WebSphere

Produces XML files that comply with the IBM Common Data Model• 39 different classes• 91 different relationship pairs• 228 different class attributes • Possibly thousands of class instances depending on the environment

The XML files are transferred to the Discovery Library File Store, and loaded by various products:

• CCMDB loads the XML files to detect configuration changes• TBSM loads the XML files for dependency relationships and event correlation• Others in future….



26

z/OS DLA Books

The z/OS DLA generates multiple XML files as members in a PDSE:• A member called “ZOSBASE” containing Hardware and z/OS details• A member called “ZOSTASK” containing Address Space details• A member per subsystem (DB2, IMS, MQ, CICS, WAS)

The DLA will also generate a “FTP statement deck” that is used in a subsequent FTP step to transfer the XML members to the Discovery Library File Store (DLFS) with the appropriate file name e.g.

PUT IMP1CTL [email protected]

To improve performance the DLA will checksum the books, ignoring the IDML timestamp that is within the book.

• When a new discovery is performed the checksum will be compared and if it is identical to the previous discovery, the book will NOT be replaced or transferred to the DLFS.



27

ZOSBASE – zSeries hardware & z/OS details

MQSenderChannel

MQReceiverChannel

IMSSysplexGroup

WebSphere NamedEndPoint

ConfigFile

WebSphereCell

WebSphereNode

Db2Database

Db2Tablespace

DB2DataSharingGroup

IMSTransaction

IMSProgram

IMSDatabase

CICSTransaction

CICSProgram

CICSFile

SystemSpecificCollection

Sysplex

DB2

MQ

WAS

CICS

IMS

Aqua – All attributes we know about the class are populatedYellow – Stub instance for relationships only i.e. enough attributes to satisfy naming rulesClear – Class is not populated in this book.

BindAddress

TcpPort

UDPPort

StorageVolume

IPV4Address

Fqdn

IPInterface

ComputerSystem

StorageSubSystem

AddressSpace

Organization

ZOS

ZVMGuest

LPAR

ZVM

ZSeries CS

Attributes include:Parmlib active member contentsIODF dataset, time, edtLNKLST, APF datasets



28

ZOSTASK – Address Space details & relationships

MQSenderChannel

MQReceiverChannel


ConfigFile

WebSphereCell

WebSphereNode

Db2Database

Db2Tablespace

IMSTransaction

IMSProgram

IMSDatabase

CICSTransaction

CICSProgram

CICSFile


Organization

Sysplex


Fqdn

ComputerSystem

BindAddress

TcpPort

UDPPort

StorageVolume

StorageSubSystem

AddressSpace

IPV4Address

Attributes include:Pgm, pgm parmsJobFunctionAllocations

IPInterface

ZOS

IMSSysplexGroup

DB2DataSharingGroup

DB2

MQ

WAS

CICS

IMS

ZVMGuest

LPAR

ZVM

ZSeries CS

Used by TADDM to stitch relationships from Distributed to z/OS Subsystems



29

DB2 Subsystem details & relationships – No Data Sharing

MQSenderChannel

MQReceiverChannel

IMSSysplexGroup


ConfigFile

WebSphereCell

WebSphereNode

Db2Database

Db2Tablespace

DB2DataSharingGroup

IMSTransaction

IMSProgram

IMSDatabase

CICSTransaction

CICSProgram

CICSFile


Organization

Sysplex

DB2

MQ

WAS

CICS

IMS


Attributes include:VersionCommand PrefixSysdatabase Max AlteredtsSystablespace Max AlteredtsSystables Max AlteredtsSysindexes Max AlteredtsSyscolumns Max Alteredts

BindAddress

TcpPort

UDPPort

StorageVolume

IPV4Address

Fqdn

IPInterface

ComputerSystem

StorageSubSystem

AddressSpace

ZOS

ZVMGuest

LPAR

ZVM

ZSeries CS



30

DB2 Subsystem details & relationships – Data Sharing

MQSenderChannel

MQReceiverChannel

IMSSysplexGroup


ConfigFile

WebSphereCell

WebSphereNode

Db2Database

Db2Tablespace

DB2DataSharingGroup

IMSTransaction

IMSProgram

IMSDatabase

CICSTransaction

CICSProgram

CICSFile


Organization

Sysplex

DB2

MQ

WAS

CICS

IMS


Attributes include:VersionCommand Prefix

Attributes include:VersionCommand PrefixSysdatabase Max AlteredtsSystablespace Max AlteredtsSystables Max AlteredtsSysindexes Max AlteredtsSyscolumns Max Alteredts

BindAddress

TcpPort

UDPPort

StorageVolume

IPV4Address

Fqdn

IPInterface

ComputerSystem

StorageSubSystem

AddressSpace

ZOS

ZVMGuest

LPAR

ZVM

ZSeries CS



31

IMS Subsystem details & relationships

MQSenderChannel

MQReceiverChannel


ConfigFile

WebSphereCell

WebSphereNode

Db2Database

Db2Tablespace

DB2DataSharingGroup

CICSTransaction

CICSProgram

CICSFile


Organization

Sysplex

DB2

MQ

WAS

CICS


IMSTransaction

IMSProgram

IMSDatabase

IMSSysplexGroup

IMS

Attributes include:VersionCommand PrefixIMSSubsysTypeTransactionsChecksumProgramsChecksumDatabasesChecksum

BindAddress

TcpPort

UDPPort

StorageVolume

IPV4Address

Fqdn

IPInterface

ComputerSystem

StorageSubSystem

AddressSpace

ZOS

ZVMGuest

LPAR

ZVM

ZSeries CS



32

MQ Subsystem details & relationships

IMSSysplexGroup


ConfigFile

WebSphereCell

WebSphereNode

Db2Database

Db2Tablespace

DB2DataSharingGroup

IMSTransaction

IMSProgram

IMSDatabase

CICSTransaction

CICSProgram

CICSFile


Organization

Sysplex

DB2

WAS

CICS

IMS


MQSenderChannel

MQReceiverChannel

MQ

Attributes include:VersionCommand Prefix

TcpPort

UDPPort

StorageVolume

Fqdn

IPInterface

ComputerSystem

StorageSubSystem

AddressSpace

ZOS

IPV4Address

BindAddress

ZVMGuest

LPAR

ZVM

ZSeries CS



33

CICS Region details & relationships

MQSenderChannel

MQReceiverChannel

IMSSysplexGroup


ConfigFile

WebSphereCell

WebSphereNode

Db2Database

Db2Tablespace

DB2DataSharingGroup

IMSTransaction

IMSProgram

IMSDatabase


Organization

Sysplex

WAS


DB2

MQ

CICS

IMS

CICSTransaction

CICSProgram

CICSFile

BindAddress

TcpPort

UDPPort

StorageVolume

IPV4Address

Fqdn

IPInterface

ComputerSystem

StorageSubSystem

AddressSpace

Attributes include:VersionTransactionsChecksumProgramsChecksumDatabasesChecksumNetID, ApplidSYSIDNT, GRNAMESIT, SITOverides

ZOS

ZVMGuest

LPAR

ZVM

ZSeries CS



34

WebSphere Application Server details & relationships

MQSenderChannel

MQReceiverChannel

IMSSysplexGroup

Db2Database

Db2Tablespace

DB2DataSharingGroup

IMSTransaction

IMSProgram

IMSDatabase

CICSTransaction

CICSProgram

CICSFile


Organization

Sysplex


ConfigFile

DB2

MQ

CICS

IMS

TcpPort

UDPPort

StorageVolume

Fqdn

IPInterface

StorageSubSystem

AddressSpace

ZOS


WebSphereCell

WebSphereNode

WASBindAddress

IPV4Address

ComputerSystem

ZVMGuest

LPAR

ZVM

ZSeries CS



35

ZOSALL – Everything that is active in one book

MQSenderChannel

MQReceiverChannel

IMSSysplexGroup


ConfigFile

WebSphereCell

WebSphereNode

BindAddress

Db2Database

Db2Tablespace

DB2DataSharingGroup

IMSTransaction

IMSProgram

IMSDatabase

CICSTransaction

CICSProgram

CICSFile


Organization

Sysplex

ZVMGuest

LPAR

ZVM

ZSeries CS

TcpPort

UDPPort

DB2

MQ

WAS

CICS

IMS

StorageVolume

IPV4Address

Fqdn

IPInterface

ComputerSystem

StorageSubSystem

AddressSpace

ZOS




36

How the z/OS DLA works

Strong design focus to be SIMPLE, efficient and accurate

• Anyone with basic access to the z/OS can perform the discovery> Does not require a live agent environment to be installed.> Does not require z/OS, IMS, CICS etc expertise.> Does not require site knowledge e.g. no naming conventions needed

• Runs “out of the box”, but has also various configuration options for greater control.

• Minimal prerequisites

The z/OS DLA uses various z/OS System Services and inspects memory control blocks.

The z/OS DLA does NOT issue z/OS commands in order to avoid possible performance overhead, syslog flooding and security prerequisites.



37

Prerequisites

APF authorization of z/OS DLA load module dataset

User running the DLA job has OMVS segment authority

For FULL discovery (a lot is discovered without these):

z/OS User authority to read Parmlib members

WebSphere User authority to read WebSphere configuration HFS files

MQ User authority to issue DISPLAY commands via MQ command interface.

STEPLIB to SCSQANLE and SCSQAUTH datasets if not already in LNKLST

DB2 User authority to query SYSIBM catalog tables

User authority to issue DISPLAY commands via DB2 Instrumentation Facility Interface (IFI).

REXX DB2 interface enabled (Bind DSNREXX)

STEPLIB to SDSNLOAD dataset if not already in LNKLST

APF is a common installation requirement Most users have OMVS segment authority e.g. FTP requires this Systems programmers would normally have this authority MQ and DB2 load module datasets are normally in the LNKLIST DSNREXX Bind is a standard DB2 installation step

Standard Prereqs



38

The TMS DLA comes with Tivoli Enterprise Portal Server (TEPS) and discovers:

• All Managed Systems, including ITM and OMEGAMON XE agents• Logical View “collections”• Attributes to enable context sensitive launch into TEP

The z/OS DLA and TMS DLA can be used independently or in conjunction with each other.

• Main strengths of z/OS DLA not covered by TMS DLA> Richer Subsystem Relationship & Attribute discovery> Z Hardware discovery

• Main strengths of TMS DLA not covered by z/OS DLA> Enables context sensitive launch to TEP> Event correlation to ITM & OMEGAMON XE

Tivoli Monitoring Services Discovery Library Adapter



39

Questions??

Documents

© 2006 IBM Corporation ® © 2007 IBM Corporation Tivoli Business Service Manager v4.1.0 Clayton Ching Market Management, Business Service Management [email protected]