© 2008 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice Business Availability Center Overview

© 2008 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice

Business Availability Center Overview

Speaker’s name, titleDate

IT’s top priority is to align and enable the business effectively

Business objectivesZero tolerance to

performance issues and availability disruptions

Expect IT service levelreports that are

meaningful and relevant

Business demands IT accountability and

transparency

IT operations

Maximize customer experience

Correlate IT metrics to business processes

Control costs and manage service outages

proactively

No common language

Time and resource

constraints

“… business users’ expectations of IT have matured, and now the pressure is on for IT to report their quality of service in business metrics."

“Snugly Fitting Your Customers for BSM”, Forrester Research, February 2008.August 11, 20082

Challenges to alignment with ever-increasing business demands

Businessimpact

“43% of all tickets in a service desk are from customers.”-IDC Report for HP, October 2007

Problemidentification

Business service dependencies

• Inadequate visibility into business service health

• Unable to track business services

• Inability to determine business impact of an IT fault

• Customers are being used as monitoring devices

• Takes too long to assign problems

• Difficult to pinpoint a performance issue

• Inaccurate relationships between services and IT elements

• Out-of-date view of IT resources and business dependencies

80% of mean time to repair (MTTR) is spent on trying to determine what changed*

80% of downtime is caused by unplanned or poorly executed change*

August 11, 20083

What % of IT problems are identified by end users first? What applications does this affect? Is it a revenue generating service? What is the length of time the business is impacted by a disruption? Cost

per hour?

Do you deliver “business level” information?

Businessimpact



82.0% Overall claims

processing

Middleware 99.3%

SQL Server 99.1%

Unix 99.4%

Network 99.4%

WEB 99.2%

Database 99.8%

MVS 99.1%

Customer Perspective

• Business services may be impacted even when system availability looks “green”

• The business wants to know the health of the whole business, not the underlying infrastructure

• As a result, the business has minimal visibility into the actual business service health and will discount IT’s ability to manage the services

August 11, 20084

Where is your first point of notification when a service disruption occurs? How many different methods are used to assign a priority or identify a

problem? How often are priorities assigned incorrectly to a problem? Delays?

Impact?

Where do you begin looking to fix performance issues?

Businessimpact



• Composite business processes cross multiple applications

• Service Oriented Architectures and Virtualization are becoming more common

• As a result, the MTTR is extended and the business is impacted

.net

J2EE

Oracle

MS

Backup recovery

Linux

.net

Finance

Dir

Custom

GeoTools

COP

Audit

IDMGIS

AdjudicationCustom

Mission-critical business processlayer

Businessservices layer

Applicationservices layer

Infrastructureservices layer

August 11, 20085

Do you have visibility within the business process, application components or business transactions, to isolate the performance problem?

How do you keep up with the rate of change? How do you manage a true “version of the truth” on how IT assets are

used today?

What am I really managing?Businessimpact



• Business services span many IT assets - dependencies are complex and dynamic

• Constant on-going changes to meet the demands of the business

• As a result, end to end visibility is required to keep up to date

CRM Ordermanagement

e-Commerce Finance

August 11, 20086

Business

Finance

Operational/IT

Lost or delayed transactions lead customers to switch to other vendors. Company brand negatively impacted.

Increased operational costs as well as lost profit/revenue

Spending more time on problem isolation and triage not innovation to improve the business

The impact and cost of downtime is really a ripple effectthrough the business eco-system

July 4, 20087

An unavailable service causes negative business impactsWhat is the impact of down-time?

• Consolidated event and performance

• Manage Network as a service• Service impact analysis

Business service management

Top-down BSM approach

Bottom-up BSM approach

UCMDBService

dependency mapping

Discovery services

Integration with key ITSM processes

Incident

Problem

Change

Configuration

Release

Service level

management

Event

HP Software comprehensive approach

• End-user experience• Top-down problem identification• Business transaction management• Business service level management

August 11, 20088

Map service dependencies

• Automate discovery of IT business services, their components, and their interrelationships

• Provide a “single version of the truth” of the IT environment through a federated CMDB

Accelerate problem

resolution

• Identify and prioritize critical business issues proactively • Accelerate MTTR by automatically correlating operational

information to the business

Manage by businessimpact

• Provide visibility into business processes and services through role-based views

• Measure business impact and risk from the end user perspective

• Establish and maintain business-centric service level agreements

HP’s approach to top-down business service management

Industry leading end user management, problem isolation tools and service dependency mapping automation

August 11, 20089

10

Business Availability Center

Business Process Monitor –

Synthetic End-user simulation

End Users

Internet/ Firewall

Lan/network User/Web front-end

Services Middleware Backend and Data

MiddlewareJ2EE, .NET

/MQ/Tibco/Sonic CICS

Application Aware Network

Management – relating the

application to the network (Network

Node Manager/RUM)

Discovery & Dependency Mapping

– population of UCMDB for services, infrastructure and

related dependencies

RUM/BPI /TV and Diagnostics collect information about

real users, business processes and transactions

Agents /Agentless (OPC/ SiteScope) –

Infrastructure Monitoring

including EMS integrations

Business Availability

Center

Universal CMDBBAC Dashboard• Problem Isolation Tools• Service Level Management• Topology Views• Detailed Reporting• Alert Notifications• Web-based Administration

Architectural Overview

August 11, 2008

Incident management use caseFrom diagnosis to automated resolution

Multiple un-integrated systems and data stores, manually coordinated hand-offs → inconsistent troubleshooting, high MTTR

Identify service performance degradation

1

Troubleshoot problem to isolate root

cause

2

Identify changes to be implemented

3

Create TT/RFC to implement

change

4

Implement and automate

change to close RFC

5

Update CMS (Federated

CMCB)

6

End User CMDB“Fire Storms”Help Desk

1. Service performance notification

2. Gather data to assign SME

3. Bouncing the incident

4. Ticket is finally assigned to the correct SME

5. Impact analysis and change management

6. Update CMDB - timely & correctly?

August 11, 200811

Closed-loop integrated incident management with HP BAC

HP Business Availability Center

1. Effective business service modeling

August 11, 200812




2. Proactively manage end user and customer experience

Synthetic monitoring Real-user monitoring

August 11, 200813





3. Manage the health of individual business transactions and their inter-relationship to IT services

August 11, 200814






4. Assign application problems quickly and accurately to the correct support groups

August 11, 200815







5. Provide detailed diagnosis of applications and business transactions

August 11, 200816








6. Manage and report service levels in a way that is meaningful to the business

August 11, 200817








6. Manage and report service levels in a way that is meaningful to the business

Benefits1. Improved/higher uptime of

services

2. Proactive end user management

3. End-to-end visibility into business processes and transactions

4. Manage infrastructure and business-based service levels

5. Closed loop incident/problem management via tight integration with ticketing and change management systemsAugust 11,

200818

“With HP Software, we’re increasingly confident that we know how our applications are performing. We can proactively understand how our infrastructure design and choices impact end users. Eventually we will see solid improvements in our performance and availability metrics, but even today user perception of availability is improved, which is half the challenge.”

City of BostonPublic sector

- David Nero, Director of Enterprise Applications, City of Boston

Objective Approach Results

Seek ways to optimize performance

Ensure high standards of end user experience

Increase availability as its IT infrastructure becomes more complex

The city has implemented key HP Software management tools.

IT improvements• Some WebLogic scripts run 10

times faster than expected• IT has better visibility into

infrastructure performance and availability

Business outcomes• Improved user perceptions of

system availability• Virtualized deployment of

Business Availability Center reduced capital investment costs

• Improved availability reporting helps set city IT priorities

• Foundation in place for driving improved performance & accountability

August 11, 200819

Some of our 1,000+ customers include:

VF Corporation

August 11, 200820

Does HP SaaS for Business Availability Center make sense for you?You have:

Ability to juggle global audiences, complex deployments

Ongoing scripting, configuration, administration, maintenance, and upgrades of BAC

Ready to use BAC with a team that provides expertise and can fortify internal project teams

Ongoing guidance and expertise in evolving from infrastructure management to BSM

Broad monitoring infrastructure requirements

Need to focus on the business not IT

Aggressive roll out deadlines

24/7 global monitoring needs

A global Business Service Management (BSM) vision for a distributed team

HP SaaS Provides:

Scalable monitoring from 80+ global locations from multiple ISPs to meet business needs

Around the clock operational support and availability to monitor your business services

August 11, 200821

Making Business Availability Center plug and play

HP Software ready to use

•Application lifecycle

management & upgrades

•Infrastructure

management

•24 x 7 Operations support

•Data recovery & backup

•99.9% Availability

Guarantee

Always there – 24/7

•Business Availability

Center− 80+ global monitoring

locations − Non-intrusive

monitoring over the firewall

− BAC Application

servers

− Databases

•Servers, Storage &

Network

Part of your team

•ITIL Certified & BAC

Technical Account

Manager

•Scripting

•Ongoing expertise &

mentoring driving

adoption

•Configuration &

Integrations

Capacity management

Disasterrecovery

Security & audit

management

Change management

High availability

Performance management

HP SaaS global best practices & processes

August 11, 200822

The HP difference

Our mission is to be the strategic software and services partner

to global enterprise customers

The BSM leader, offering both top-down and bottom-up BSM solutions

Link business health with service desk processes that manage incidents, problems and change

Manage from the customer experience perspective, to better understand key business metrics

Undisputed industry leadership as the #1 BTO and enterprise management company in the world

Rapid deployment through managed service deployments or packaged solution offerings

Business Availability Center is a key part of IT operations

August 11, 200823

Why HP Business Availability Center

Map service dependencies through automated

discovery to provide a “single versionof the truth”

Accelerate problem resolution and MTTR

through proactive identification and

correlation

Manage by business impact through role-based

views, and business-centric service levels

August 11, 200824

Q & A

Documents

© 2008 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice Business Availability Center Overview