1. Marrying Service Management with Service DeliveryBig Data ApproachesDavid Wagner TeamQuest AdvocateTeamQuest and the TeamQuest logo are registered trademarks in the US, EU and elsewhere.All other trademarks and service marks are the property of their respective owners.Copyright 2012 TeamQuest Corporation. All Rights Reserved.

2. Agenda The TeamQuest Why? Big Data: conceptual overview 2013 Capacity Management 101: Goals History Obstacles TeamQuest Approach (flavored by big data) Concepts ValuesCopyright 2012 TeamQuest Corporation. All Rights Reserved. 3. Why does TeamQuest Exist? At TeamQuest, we believe that having and using theright amount of resources at all times is a societalimperative. Anything less is failure Anything more is wasteful 20+ years sole focus ensuring our customers can continuously and automatically perform at their utmost level of efficiency ensuring business service performance, conserving scarce resources, saving money and improving productivityCopyright 2012 TeamQuest Corporation. All Rights Reserved. 4. What this Presentation is and is not! IS: IT Optimization Marrying non-traditional disciplines to Capacity Management Applying Big data approaches to Capacity Management Faster and larger value More scalable New ways to think about optimization Not just technology anymore Is NOT! A Primer on Big Data Hadoop ecosystem deep dive, etcCopyright 2012 TeamQuest Corporation. All Rights Reserved. 5. Big Data at 50,000 feet Big Data is about data actionable information Plethora of existing sources Technology Business Service Learning new insights from old data Key is Analytics Deep Across But Capacity Management?Copyright 2012 TeamQuest Corporation. All Rights Reserved. 6. Technology Approaches Data Access and Aggregation Build huge data marts (aka: Data Warehousing) Integrate with multiple different data sources Technology (e.g. Server, Network, Storage, etc.) Service (Catalog, Metrics, Tickets, etc.) Business (KPIs, Plans, Transactions, etc.) Implement Analytics against/across Flexible and adaptive Turn data within, into actionable information across But Capacity Management???Copyright 2012 TeamQuest Corporation. All Rights Reserved. 7. 2013 Capacity Management 101 - History Answering what if questions Change in technology, demand, etc impact? Focus on Optimizing Server Cost versus Performance Extremely Technology-centric Servers, Mainframes Occasionally Storage or Network in isolation Big Value and Return, but also effort Highly trained staff Requires building a central, long term repository (CMIS) Scalability of Staff, Tools, , Politics!Copyright 2012 TeamQuest Corporation. All Rights Reserved. 8. New Considerations Maintain traditional value, and add Optimize more resources Amplify Accelerate Increase Business relevance Valuable predictive analytics in business and service context Optimize Efficiency Virtualization and Cloud Scale to everything Many to many inter-relationships; Capacity criticalCopyright 2012 TeamQuest Corporation. All Rights Reserved. 9. How: Leverage existing ITIL domain solutions Service Strategy Financial management Service Design Service Level and Availability management Service Transition Asset, Change and Configuration Management Service Operations Service Desk Application and IT operations Event, Incident, Problem Or, in simpler terms Integrate Capacity across ITIL V2: Service Support and Service Delivery!Copyright 2012 TeamQuest Corporation. All Rights Reserved. 10. How Integrate and Analyze across multiple sources/tools Technology (e.g. Server, Network, Storage, etc.) Service (Catalog, Metrics, Tickets, etc.) Business (KPIs, Plans, Transactions, etc.) Single pane of Analytic Glass Ability to tie, correlate, and operate across Tear down that wall! Dont force reinvention or duplication: technology or process! Flexible and adaptive Turn data within, into actionable information acrossCopyright 2012 TeamQuest Corporation. All Rights Reserved. 11. How: Obstacles and another approach Data Access and Aggregation Building huge data marts (fka: Data Warehousing) Complexity = (data ETL) x (# sources) x (maintenance effort) Compliance: Data duplication, privacy, audit, etc Costly and time consuming Implementing Analytics against/across General purpose BI Analytics for Capacity? Traditional Performance/Capacity for General Purpose? Big Data + ITIL = Optimized CapacityManagement? Federation!Copyright 2012 TeamQuest Corporation. All Rights Reserved. 12. New Approach Concept: True Federation Influenced by Big data Take data from wherever it already exists Leave it there! Automation of on demand analysis and exception-reporting across data sets Single-pane-of-glass capacity management Standardized analysis and reporting Business, service, and technology dataCopyright 2012 TeamQuest Corporation. All Rights Reserved. 13. Some ExamplesResponse time versus performanceBusiness, Service, Asset and PowerTickets and performance/capacitySpanning pure technology silo challengesCopyright 2012 TeamQuest Corporation. All Rights Reserved. 14. Correlate Utilization with Response TimeResponse Time Correlated with Utilization(from HP BSM, fka: Mercury BAC) (from BMC BCO) Value 14Copyright 2012 TeamQuest Corporation. All Rights Reserved. 15. Asset Financials Standalone, Financials are interesting Sourced Hyperion mapped to performance and capacity Response time Business Transactions15 Power consumptionCopyright 2012 TeamQuest Corporation. All Rights Reserved. 16. Business, Service, Asset and Power together! 16Copyright 2012 TeamQuest Corporation. All Rights Reserved. 17. Service Desk and CapacityCopyright 2012 TeamQuest Corporation. All Rights Reserved. 17 18. Virtual Machines to and fromStorageCopyright 2012 TeamQuest Corporation. All Rights Reserved. 18 19. TPI is the best KPIApplication AHeres the spans multiplesystem-level TPIs VMs one for systemsqueuing badlyhostingApplication a (1 host, 3 VMs)Auto-generate linkable dashboard Application Workload vs. System duringworst queuingCopyright 2012 TeamQuest Corporation. All Rights Reserved. 20. TPI is the best KPILinked to details on the queuingworkload here: With a total And breakdown, IO orTotal VM0 picturequeuing CPU? Theres IO queuing breakdown at peak bad timeframe!Copyright 2012 TeamQuest Corporation. All Rights Reserved. 21. TPI is the best KPIAuto-generateNo corresponding analysis of throughput spike! System DevicesTime to look atand their queuingStorage/Arrayside Follow the device in questionCopyright 2012 TeamQuest Corporation. All Rights Reserved. 22. If or when there is storage-centric RT data Back end response time analyze it! 10 mSec isnt is pretty normal goodCopyright 2012 TeamQuest Corporation. All Rights Reserved. 23. TPI is the best KPI Auto-generate Volume relatedanalysis Nothing stands out if analyst wants different views they can belaunched: in time, device, volume,system, file-system and system, application and workload context!Copyright 2012 TeamQuest Corporation. All Rights Reserved. 24. TPI is the best KPISame thing with Link (or any other)AnalysisCopyright 2012 TeamQuest Corporation. All Rights Reserved. 25. TPI is the best KPI Back-end analysisof Controller/drives Always in context of our Application on that system, atthat timeCopyright 2012 TeamQuest Corporation. All Rights Reserved. 26. Combined Views: Mapping VM IOContention Storage-sourced Server / Application- sourcedCopyright 2012 TeamQuest Corporation. All Rights Reserved. 27. Additional Considerations Federation maps virtually all sources but not all Low effort Rapid to value Analytics must work One/more sources Modularly, combinatorially You will want rule-based automation Flexible, easy to modify Only way to human scale Pick low hanging fruit for first project(s) Build from your winsCopyright 2012 TeamQuest Corporation. All Rights Reserved. 28. Department of Shameless Commerce Consider Attending todays afternoon session: Optimizing IT Costs and Services with Big Data (Little Effort!) Case Studies 4:35 5:35: Track 12, Session 1012, DaVinci 3 Expands on these concepts and presentscomprehensive case studyCopyright 2012 TeamQuest Corporation. All Rights Reserved. 29. TeamQuest delivers value 25% reduction in IT budget in 3 years (a large insurance company) 94% reduction in app slowdowns in 4 months (a large healthcare organization) $5M saved by avoiding new hardwarepurchases (a large insurance company) $3 million saved by delaying IT procurement (a large UK financial services company)Copyright 2012 TeamQuest Corporation. All Rights Reserved.