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IT-Symposium 2005
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© 2004 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice
Dr. Claudio JöschTechnical Consultant, HP
Middleware & Application Services
The HP Services - PortfolioPresentation of a Case Study
April 7, 2005 2
Table of contents
• HP Service‘s strategy in Application Support− IT Service Management− Processes− Technology− People− Services
• Technologies− Middleware & Apploications− Web-based applications
• A Case Study− Deployments
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HP Service‘sstrategy in ApplicationSupport
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Introduction
• HP is providing worldwide application support successfully for many years now
• Due to quick technology changes, the demands have changed in the last years(Trend goes to web-based Applications)
• Customers strongly request integral support and operational concepts
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Basis of HP‘s Service Processes: ITIL
• Deliverables
• Service Times
• Criterias
• Responsibilities
• Interfaces
• Reporting
Service planning
IT business assessment
IT strategy and architecture planning
Customer management
Service build and test
Release to production
Availability management
Continuity management
Security management
Capacity management
Financial managementService-level management
Change management
Configurationmanagement
Operations management
Problem management
Incident and servicerequest management
HP Customer
Outtasking
April 7, 2005 6
ITSM“Living“ IT Service Management
ProcessesProcessesProcesses
PeoplePeoplePeople
TechnologyTechnologyTechnology
The supporting pillars of successTheThe supportingsupporting pillarspillars of of successsuccess
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The Technology
April 7, 2005 8
Focus of TechnologyGermany
Focus on Java, J2EE, and .NET Technologies
Databases, Oracle, Informix, MS-SQL, MySQL, …
Web Application Server, WebSphere, Weblogic, iAS, JBoss
Single Sign On, Tivoli Access Manager, Netegrity Siteminder, …
Webserver, Apache, iPlanet, IIS, …
Portals, WebSphere Portal Server, Commerce Suite, BEA WebLogic Portal, BroadVision One-to-One, …
Customer specific Applications and Configurations
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The Processes
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Change ManagementProjects (without changes in Infrastructure)
Going Live
Planning
Installation T&D
Installation Prelive
Installation Live
Acceptance/Perf. test
Info Change
ApprovedChange
Release
ApprovedChange
Info Change
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The People
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HP Support EMEABSSG
(Business Solution Support Group)
Support OrganizationApplicationsupport
HP SupportGermany
ApplicationteamResponsible for
customer spec. Solution
Frankreich
England
Italien
Spanien
HP CCz.B. Java,JVM, Linux
Agencies
SoftwareProducer
Customer
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The Services
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Services
• 24x7 Support, Incident and Problem Management• Change Management− Installation and configuration, e.g. operating system,
software− Application Deployment
• Application Support (standard and custom specific applications)
• Performance Analysis and Tuning
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Services
• Source code reviews • Development of System & Application
Management Solutions• Conceptual Design of system and application
operation• Installation, Configuration und Update
of Software components• Named contact persons for the Customer in daily
business
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Software Solution Partners
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HP gives the agreement to their customer of:
• Class 5 Application : 99,9%
• Class 4 Application : 99,5%
• Class 3 Application : 99%
• Class 2 Application : 97%
• Class 1 Application : 95%
Service Level Agreements
April 7, 2005 18
Solutions for Business Segments
Automotive Banks andFinancial Serv.
Provider
Telecom-municationEngineering
Portal Solutions (B2B, B2E, B2C)
CRM
Billing, UnifiedMessaging, e. g.
Secure TransactionServer, e. g.
Document and Content Management Solutions
mySAPautomotive, e. g.
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The technologies
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4 Layer Model
Standard middlewaredatabase, application server, web server, ...
Operating system, firewall, system management software
hardware, storage, network components
Applications:Standard applications, SAP, PeoplesoftIndividual applications, ...
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Middleware & Applications
Web-based applications
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3-tier applicationCore components of a Business Solution based on
middleware and databasesDatabase
OracleDB2
MS SQLMySQL
WASWeb Application Server
IBM WebSphereBEA Weblogic
Oracle iAS, JBossSUNONE, MS IIS
Web Server
ApacheiPlanet (Netscape)
MS IISJDBC
Java Database Connectivity
HTTP,HTTPS
HTTPHTTPSWebbrowser
e.g. Internet Explorer, Netscape
Backend Applications:e.g. SAP, Mainframe Applications,
Legacy Applications
EAI Enterprise Application IntegrationIBM MQ Series
WebSphere Message BrokerTibco, WebMethods
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TCP/IP and HTTP
Webserver
15.124.143.13715.137.23.66
http://www.hp.com/index.html
ftpd (21)
httpd (80)
telnetd (23)nameserver
httpd child
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Dynamic Webpages
• JavaScript (object-oriented scripting language)• Perl (popular language for writing CGI programs)• PHP (HTML-embedded, open source web scripting language)• Active Server Pages (ASP; developed by Microsoft; HTML page
can contain snippets of embedded code (usually VBScript orJScript)
•Java Applets
•Java Servlets
•JavaServer Pages
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Servlets
• Servlets are small subprograms, which run in a server environment
• The control is fully on the server side• Servlets are written in Java with embedded HTML
code• Pure HTML code is sent back to the client• Servlets can keep information send from a client in
memory shopping card system, e.g.
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Java ServerPages (JSPs)
• The JavaServer Pages API is built upon the Java Servlet API
• So JSPs own the same functionalities as servlets• In comparison to servlets JSPs consist of HTML
code with embedded Java code• Separation of design (HTML) and business logic
(Java
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Servlets and JSPs
httpd (80)
httpd son
http
httpd
jservtomcat
HTML
servlet/JSPjserv/tomcat
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J2EE Containersprovide the runtime for application components
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A Case Study
A huge German automotivecompany
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Challenge Customer
Monitoring
Location 2
Projects
Technology
UNIXW2000
SecurityWebsphere
Backup
Project 2
Project 1
ITSM/ITIL
Customerspez.
Location 1
Process
CustomerLocations
Location 3
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Spectrum of Products
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•Oracle 9i•MS-SQL
•TomCat•Websphere ApplicationServer•Day Communiqué•SUN One Directory Server (LDAP)
•Apache Webserver
•HP-UX, Linux, Win2K, SUN Solaris•TAM, MQ Series, Message Broker
•HP Deploymentmanager
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Customer/HP Service Processes
End-userHelpdesk
OP Management
Control Center
Location 1
Location 2
Ope
ratio
nTe
am
CompetenceCenter
ProductTeams
MCSCMonitoring
Central Account Delivery Management
Problem Mgmt
3rd Level Support
IncidentMgmt
Sup
port
Coo
rdin
atio
n
Onsite Team
Onsite Team
AccountSupport
Manager HP
advancedMonitoring
HP Customer
Remote AccessDaily Checkup
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WFM (HP)
WFM (Customer)
B2B Interface
B2B Interface (WFM1, WFM2)Location 1
Location 2
CASEEnv./Location
CASEEnv./Location
CASEEnv./Location
CASEEnv./Location
HP-Ratingen
CASEEnv.
CASEEnv.
Tivoli Events
Monitor CASEEnvirnmt.
Monitor CASEEnvirnmt.
Ticket:Env./Location
Ticket:Env./Location
Info Ticket:Env.
Info Ticket:Env.
Ticket: Env.Ticket: Env.
Ticket:Env./Location
Ticket:Env./Location
Ticket:Env./Location
Ticket:Env./Location
Ticket:Env./Location
Ticket:Env./Location
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Monitoring: Filter and Correlation
FilterBrussels
CorrelationTivoli Incidents
Trash
transferredmanually
transferredautomatically
Cases in WFM
FilterTivoli
Managed by the case status of WFM
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HP Support EMEABSSG
(Business Solution Support Group)
Support OrganizationApplicationsupport
HP SupportGermany
ApplicationteamResponsible for
customer spec. Solution
Frankreich
England
Italien
Spanien
HP CCz.B. Java,JVM, Linux
Agencies
SoftwareProducer
Customer
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Webcenter Services by HP• Operation of the Infrastructure
(Backup, Recovery, Monitoring, Incident-, Change-Management…)
• Operation of the Middleware(WAS, ORACLE Databases)
• Operation of Applications(Brand Portal, Car Configurator, Financial Services, Central Mail Gateway, Dealer search)
• Deployment of new Services
• Contentupdates of Webservices
HardwareHardware
OperatingsystemOperatingsystem
MiddlewareMiddlewareAppl.Appl.
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System & Application Management Tools
• Database Doc Manager – easy to install solution to document
the configuration of multiple database instances
• WebMon – Multithreading Java Application which allows automatic
observation and restart of middleware and webserver components, logging and monitoring capabilities built in
• Clone Checker – enables user to remotely check the status of
middleware components without connecting to the customers system
• Deployment Manager – very powerful solution to perform
new, update or patch deployments in one single step, all affected components covered, e.g. file system, firewall, loadbalancer, web server, web application server, database
Deployments
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Application Deployment
• Manual content updates of application like the brand portal
• Manual content updates of special applications
•Automatic standard deployments and content updates withthe Deploymentmanager(developed by HPC&I and operated by HPCS)
•Performance tuning of application and middleware
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Deployment Process
• Planning of a new Application • Deployment „Pre-Live“• OK for Production• Deployment Production • Performance optimizing
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AgencyAgencyAgencyAgency
Communication
System DesignSystem Design
DepartmentDepartment
AgencyAgency
Data CenterData Center
HP Services HP Services Customer SupportCustomer Support
CapacitiyCapacitiyManagementManagement
April 7, 2005 42
General Framework
• Agency has to deliver a ‘tarball’ in the specified format− Install-/Updatescript−Necessary EAR/WAR Files
Guideline (WCDS)
• Errors during Deployments No manual intervention for error correction needed.
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Deployment ProcessDeployment Process
Thank You!
Dr. Claudio JöschTechnical ConsultantTSGemail: [email protected].: +49 (0)2102/906744
