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Implementing HP CLIP and its impact on IT management
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©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
Session ID: BTOT-TH-0900/3 Twitter hashtag #HPSWU
©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
Speaker Name: Ohad Goldfarb, Chane CullensDate: December 2010Session ID: BTOT-TH-0900/3
CLIP - Closed Loop (Events &) Incidents ProcessImplementation Simplification
Agenda• Overview• Event and Incident Processes• Closing the Loop• Simplification
Agenda• Overview• Event and Incident Processes• Closing the Loop• Simplification
YOUR GOALS
– IT Efficiency
– Automation
– Focus on the Business
6
Increasing business service availability and reduces costHP Closed Loop Incident Process Solution
IT Efficiency
AutomationFocus on
Business
Highly automated and integrated Fault detection (events) to recovery (incidents)
solution Bridges Help Desk and Ops Bridge (NOC) gap Leverages service health from a business
perspective Reduces MTTR Improves MTBF
“Implementing CLIP within Sprint’s IT environment is enabling data integration in support of superior processes and organizational efficiencies.
Sprint IT will support our Business partners by minimizing the need to depend on tribal knowledge and personal insight.
Immediate access to multiple sources of data from a single integrated system allows accelerated decision making.”
John D. FeltonIT Service Integration Group Managing Director
Sprint, June 2010
8
CIO Business Priorities
1. Business process improvement 2. Reducing enterprise costs3. Increasing the use of information & analytics4. Improving enterprise workforce effectiveness5. Attracting and retaining new customers6. Managing change initiatives7. Creating new products or services
(innovation)8. Targeting customers and markets more
effectively9. Consolidating business operations10.Expanding current customer relationships
Gartner, January 2010
9
CIO Business Priorities Impacted by CLIP
1. Business process improvement 2. Reducing enterprise costs3. Increasing the use of information & analytics4. Improving enterprise workforce effectiveness5. Attracting and retaining new customers6. Managing change initiatives7. Creating new products or services
(innovation)8. Targeting customers and markets more
effectively9. Consolidating business operations10.Expanding current customer relationships
Gartner, January 2010
Agenda• Overview• Event and Incident Processes• Closing the Loop• Simplification
11
ITIL V3 Process Model
11 04/09/2023
SERVICE STRATEGY
SERVICE DESIGN
SERVICE TRANSITION
CONTINUAL SERVICE IMPROVEMENT
SERVICE OPERATION
12
Neither process can stand alone in today’s IT environments
Event Management• Event – A change of state or alert that has significance for the management of a CI or IT Service
• Responsible for managing events throughout their lifecycle
• Tool: Operations Bridge (aka NOC)
ITILv3 Linkage of Event & Incident Management
Incident Management• Incident – Unplanned interruption, or reduction of quality, of an IT Service
• Includes any event which, or could, disrupts a service
• Tool: Service Desk
IT Service – People, processes & technology supporting a business processes
Agenda• Overview• Event and Incident Processes• Closing the Loop• Simplification
14
Closed Loop Incident Process solution for ITIL Event and Incident Management
From Fault Detection To Recovery & Closure
ITIL Process Event Management Incident Management
Event Generation &
Detection
Event Correlation &
Business Impact
Incident Submission
Investigation & Diagnosis
Resolution
Recovery & Closure
15
Closed Loop Incident Process solution for ITIL Event and Incident Management
Event Generation & Detection
Event Generation &
Detection
Event Correlation &
Business Impact
Incident Submission
Investigation & Diagnosis
Resolution
Recovery & Closure
Operations bridge console collects events from servers, networks, apps & 3rd party
Issue
Event overload, too much information to process
No linkage between events and the service model
Solution
All events appear in one console, correlated and enriched via a real time service model
User Example – Events to single console
End user experience slow SQL slow query performance alert J2EE DB collection pool issue
16
Event Generation &
Detection
Event Correlation &
Business Impact
Incident Submission
Investigation & Diagnosis
Resolution
Recovery & Closure
Closed Loop Incident Process solution for ITIL Event and Incident Management
Event Correlation & Business Impact
Business services, business impact relationship, and SLAs determined
Issue
Struggle to link causal events to top down end-user experience and business impact
Solution
Service model based event correlation engine
Proactive end-user experience linked to business process and business transaction flow to identify impact on high revenue generating services
User Example - Cause from symptoms and impact
Oracle database is the cause Critical funds transfer business service
impacted
17
Event Generation &
Detection
Event Correlation &
Business Impact
Incident Submission
Investigation & Diagnosis
Resolution
Recovery & Closure
Closed Loop Incident Process solution for ITIL Event and Incident Management
Incident Submission
Automatic/Manual incident submission to the service desk
Issue
Quality and enrichment of data Siloed and broken service lifecycle Duplication of effort wasting time
Solution
Better collaboration Automation and integrated of event to
incident process lifecycle
User Example - Automatic incident ticket creation
Ticket visible to ops bridge Assignment to correct subject matter
expert
18
Event Generation &
Detection
Event Correlation &
Business Impact
Incident Submission
Investigation & Diagnosis
Resolution
Recovery & Closure
Closed Loop Incident Process solution for ITIL Event and Incident Management
Investigation & Diagnosis
Deeper diagnostics, subject matter expert tools, and knowledge management used to determine root cause
Issue
Significant resolution time spent on pinpointing problem in a dynamic heterogeneous IT universe
Incident assigned and reassigned to multiple silos
Solution
Cross domain data visualization and analysis
User Example - Diving deeper to find root cause
Expert sees corrupt DB tables Finds runbook automation fix in
knowledgebase
19
Event Generation &
Detection
Event Correlation &
Business Impact
Incident Submission
Investigation & Diagnosis
Resolution
Recovery & Closure
Closed Loop Incident Process solution for ITIL Event and Incident Management
Resolution
Change request for repairing the issue
Issue
Little or lack of automation leads to increased manual efforts impacting quality and efficiency
Solution
Expert created/authorized run book automation to empower lower level teams
Manage change, configuration, and release process
User Example - Processing the change
Get change request approval Use runbook to re-index database tables
20
Event Generation &
Detection
Event Correlation &
Business Impact
Incident Submission
Investigation & Diagnosis
Resolution
Recovery & Closure
Closed Loop Incident Process solution for ITIL Event and Incident Management
Recovery & Closure
Automatically close events & related incidents
Issue
Struggle to improve speed of restoration, recovery and closure of incident and verify post compliance of SLA/OLA
Solution
Automate all notifications & updates, continuously monitor SLA/OLA compliance
User Example – Verify the change worked
User, DB and connection pool OK Incident ticket and events closed
Agenda• Overview• Event and Incident Processes• Closing the Loop• Simplification
22
CLIP 9.0 Products
– Business Service Management (BSM 9.0/9.01)•Operations Manager (OMW 8.16/9.0, OML 9.01)• Business Process Monitor (BPM)• Real Users Monitor (RUM)• SiteScope 11.0•Network Node Manager I (NNMi 9.01)
– Service Manager (SM 9.20)
– Operations Orchestration (OO 7.60/9.0)
– Universal CMDB (UCMDB 9.01/9.02)
23
Simplification Use Cases
–CLIP 9.0 is a complex solution.
–Our Simplification use cases will help you build a structured roadmap for the implementation.
–The use cases can be deployed independently.
24
Simplification Use Cases
– Core use case – Auto Ticketing
– Configuration Management use case – Enhanced Business Impact Analysis
– Event Automation use case – Automate Event Diagnosis
– Service Manager Knowledge Management Powered by Operations Orchestration Automation Use Case - Automate Incident Triaging and Remediation
25
Core Use Case
Business Service
Management
3
45
Discovery & Dependency
Mapping
BSM Data Sources
1
2 ServiceManager
1.BSM data sources send CI data as well as events and measurements.
2.DDM can be used to discover CIs & relations & populate them into the RTSM (BSM’s UCMDB).
3.CIs and relationships are pushed to SM.
4.BSM events become SM incidents and a bidirectional sync exists throughout the lifecycle.
5.SM users can asses business impact by launching the Business service Impact Report.
• This is the simplest/minimal CLIP use case that allows IT Efficiency and Automation Improvements.
• Products: BSM (RTSM, APM, OMi), At least one BSM data collector / data source, SM (Incident, configuration).
• CIs and relations are provided by the monitoring data collectors / data sources.
• DDM is optional.
26
Configuration Management Use Case
Business Service
Management
3
45
Discovery & Dependency
Mapping
BSM Data Sources
1
2
ServiceManager
UCMDB
3
1. BSM data sources send CI data as well as events and measurements.
2.DDM is used to discover CIs & relations & populate them into the UCMDB.
3.CIs and relationships are synched between the UCMDB & RTSM and are pushed to SM.
4. BSM events become SM incidents and a bidirectional sync exists throughout the lifecycle.
5. SM users can asses business impact by launching the Business service Impact Report.
• Use case motivation: This is our recommended strategy as it allows a better configuration management process and better alignment & focus on Business Priorities.
• Products: BSM (RTSM, APM, OMi), At least one BSM data collector / data source, SM (Incident, configuration), UCMDB.
• Discovery: DDM feeds the UCMDB server.
27
Event Automation Use Case
Business Service
Management
3
45
Discovery & Dependency
Mapping
BSM Data Sources
1
2
ServiceManager
UCMDB
3
1. BSM data sources send CI data as well as events and measurements.
2. DDM is used to discover CIs & relations & populate them into the UCMDB.
3. CIs and relationships are synched between UCMDB RTSM and pushed to SM.
4. BSM events become SM incidents and a bidirectional sync exists throughout the lifecycle.
5. SM users can asses business impact by launching the Business service Impact Report.
6.BSM user can use OO Run-Book invocation from the Service Health or OMi for helping with event diagnosis and very simple remediation.
• Use case motivation: Event automation with OO requires a considerable amount of investment for establishing a good automated triage process.
• Products: BSM (RTSM, APM, OMi), At least one BSM data collector / data source, SM (Incident, configuration), CMS (Discovery – one of the former options), OO.
Operation Orchestration6
28
SM KM Powered by OO Automation Use Case
Business Service
Management
3
45
Discovery & Dependency
Mapping
BSM Data Sources
1
2
ServiceManager
UCMDB
3
1. BSM data sources send CI data as well as events and measurements.
2. DDM is used to discover CIs & relations & populate them into the UCMDB.
3. CIs and relationships are synched between UCMDB RTSM and pushed to SM.
4. BSM events become SM incidents and a bidirectional sync exists throughout the lifecycle.
5. SM users can asses business impact by launching the Business service Impact Report.
6. BSM user can use OO Run-Book invocation from the Service Health or OMi for helping with event diagnosis and very simple remediation.
7.SM user uses the SM KM module in order to be more efficient in his incident triage process and then can invoke the OO Run-Books for remediation purpose directly from the KM articles.
• Use case motivation: Implementing a good KM module for the sake of the help desk is again a considerable project/effort.
• Building a Automation run-book remediation library in OO will be based on the KM module implementation as its enabler.
• Products: BSM (RTSM, APM, OMi), At least one BSM data collector / data source, SM (Incident, configuration, Knowledge, Change), CMS (Discovery – one of the former options), OO.
Operation Orchestration6
7
GOALS Summary
– IT Efficiency
– Automation
– Focus on the Business
30
Q&A???
Continue the conversation with your peers at the HP Software Community hp.com/go/swcommunity