© 2007 IBM Corporation

Presenting Business & IT DashboardsRichard WilkinsConsulting IT Specialist, Tivoli Business Service Management

2

Agenda

What is are KPI’s, and KQI’s?

What is Business Service Management?

How does IBM Build its BSM Solution?

How does Event Management form the foundation for a solid BSM Solution?

What are some examples of BSM Dashboards?– IT/Operational Oriented

– Business & Application Owner Oriented

– Bank Case Study

How can BSM allow you to map IT to your Business Activity?

Summary

3

What are KPI’s?

KPI’s (Key Performance Indicators) are Operational, Line of Business, and or financial metrics that reflect the strategic performance of an organization or service.

Sample KPI’s: • Application Transactions times, • Database Lookups• Order processing

– Failed transactions, – Transaction response time

4

What are KQIs

KQIs (Key Quality indicators) are relative measures of various KPIs, or aggregation of various KPIs that relate business performance to application performance

Sample KQI’s: •Banking Transaction Revenue when slow response times reported, •Failed transactions due to application unavailable, •Year Over Year metric comparison

5

Service Provider Example: Raw Measures, KPI’s, KQI’s

% Successful call termination# Calls connected

# Calls cleared by user termination

% Successful Handovers# Handover requests per BSC

# Successful HandoversAggregated measure of reliability

% Call Attempts Successful per cell

# Call Attempts per cell

# Call Failures per cell

KQIKPIRaw Measures

6

High Level Service Provider - KQI’s

Usage measuresBilling Data

Direct measures of perceived quality (egNetcool WUQ agents)Jitter measuresPacket drops

RTT measures from E2E tests and passive probesRetry counts

Up/Down alarmsActive probingPassive probingError countsDrop counts

Up/Down alarmsActive probingHierarchical model

Derived From

PM dataQueries of billing systems

A measure of the returns as perceived by the operator (usage or revenue)

Viability

Netcool WUQ agentsProtocol analysisPM data

A measure of the users experience in terms of quality of delivery

Quality(Extending the Accuracy category of ETR003)

Active probe resultsProtocol analysisPM data

A measure of the users experience in terms of response times

Responsiveness(ETR003 – Speed)

Alarms (outages of less than 1 minute treated as reliability rather than availability issue)Probe dataPM data

A measure of probability that a user will succeed in carrying out their transaction

Reliability

AlarmsActive Probe results

The proportion of time a service is up, running and available for use

Availability

Source DataDescribingHigh Level KQI

7

Providing the Availability KQI - example

( )%MTTRMTBFMTBFtyAvailabili

+=

⎟⎟⎠

⎞⎜⎜⎝

⎛=

OutagesPeriodMonitoringMTBF

#

⎟⎟⎠

⎞⎜⎜⎝

⎛=

OutagesimeTotalDowntMTTR

#

%imeTotalDowntPeriodMonitoring

PeriodMonitoringtyAvailabili+

=

but

therefore

TBSM 4.x is supports both KPIs and KQIs for delivery of Service Management needs

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

What is Business Service Management?According to Gartner:

• “A category of IT operations software that links the availability and performance status of the underlying applications and IT infrastructure to business services that enable business processes.”

• “BSM is a natural evolution of event management and IT component monitoring, as IT organizations attempt to become more business-aligned in their service quality monitoring and reporting.”

Benefits of BSM:

• Identify the impact of IT problems on business services, and prioritize relative to business impact.

• Visualize the dependencies between services and supporting applications and IT infrastructure components to determine the root cause and improve (MTTR).

• Present business unit customers with a business-oriented display of how well services are performing in support of critical business processes.

1010

How Does IBM Build its BSM Solution?

ReactiveReactiveResource Resource AlignedAlignedSystemSystem

ProactiveProactiveBusiness Business Aligned Aligned ServiceService

11

IBM Service Management

© 2007 IBM Corporation12

The Foundation: Intelligent Event Consolidation

Data Networks

Systems/Applications

Voice Networks

Management Systems

End User Experience/Transaction Monitoring

Security/Firewalls

Non-IT Resources

ObjectServer

Netcool ObjectServer

All In Memory

De-duplication (10x is typical)

Full Failover & Load Balancing

Automations & Correlation

Throughput of 500+ events/s

Dynamic Filtering & Viewing

Netcool Probes/Monitors

FailOver ObjectServer

Impact

Asset/CMDB

SLA

Service Catalog

DSAs

IBM Service Management

© 2007 IBM Corporation13

ObjectServer

Netcool/Impact

The Next Step: Add Business Context To Events

Probe

Netcool/Omnibus

Data SourceAdapters

EventReader

144.124.108.101 Error 773

ImpactPolicies

AssetDatabase

SLADatabase

E-Com-1 IncGold

Call customer (9AM – 5PM)

30 Minutes

Node

144.124.108.101

Summary

Link Down

Customer Contact SLA

144.124.108.101E-Com-1 Inc

San Jose HQ

Mike Smith410-777-0987

Node

144.124.108.101

Summary

Link Down

Customer

E-Com-1 Inc

Contact

Mike Smith (555-777-0987)

SLA

10:35

14

Customer example 2

15

How does IBM’s BSM Offering Fit Together?

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

CCMDB

Application, Network, Resouce Discovery

(TADDM, Precision, MRO)

Assets

Leverage existing Assetsstatusstatus

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

16

End-to-End Service Management

Discovery & Dependencies StructureStructure

Security Devices RelationshipsServers Applications

Discovery and Dependency Sources: TADDM, CCMDB, 3rd-party CMDB, discovery libraries (DLA) for z/OS, TMS, BPEL, WRR, Netview, Precision IP, Proviso, home-grown DBs, and Inventory/Asset data.

TBSM integrates with these sources using ESDAs (External Service Dependency Adapters) and the Service Component Repository (SCR)

Network Devices

Mainframe ResourcesSOA

17

Security Events

TSOM

Network Events

Precision

Transaction Events

ITCAM

System Events

ITM

Application Events

ITM

Mainframe Events

OMEGAMON

Events and Performance

End-to-End Service Management

StatusStatus

Events sources: Omnibus, TEC, ITM, OMEGAMON, ITCAM transactions, Precision IP, Proviso, and 3rd-party sources

Events match against infrastructure components in your model, while transactions give an end-to-end status perspective

18

End-to-End Service Management

Business Data & Processes

Trouble TicketsIncident Mgmt

GovernanceSOX Compliance

Transactions End-User Response

Business Process Dependencies

Call CenterRecords

Billing Data

StatusStatus and StructureStructure

Types of Business Data typically include trouble tickets, transactional data, billing records, call center details, and analysis for risk and process improvement (Six Sigma)

Business Data sources typically include TDW, 3rd-party CRM sources, home-grown databases, and others

19

End-to-End Service Management

TSOMPrecision

ITM

ITM

ITCAM

OMEGAMON

Discovery and Dependency data is used to create or extend TBSM’s service models

TADDM or CCMDB are NOT prerequisites for TBSM – it can use any 3rd-party discovery or existing dependency source!

Events drive the status of a service and can be used to auto-populate the creation a service.

Event content is used to change the status of service health which typically includes severity, numerical values, and others

Business Data is used to both drive service model structures and service health/status

It is used in addition to event data to provide non-infrastructure health of the services and align the service withbusiness support systems.

Combining all 3 within TBSM Complete Service Definition

20

Give Visibility Across Silos to Your Application Owners

Line Of Business

ServicesProvided

Applications

Servers

Network

2121

Contextual Service Visibility: Service Oriented Views

Service Tree Scorecards & KPIs:

Like Excel for Service Management

SLA Performance

Tracking

RealtimeService

Dependency Views

Contextual Views of Federated

Data/Intelligence

RealtimeEvent & Root Cause Views

22

Give Visibility Across Silos To Your IT Operations Staff

23

Application Owner View: Region, Application, Service

Drilldown by RegionDrilldown by Application

Email Application Metrics &Service Status:

Metrics rolled up from applicationTo region

24

SLA View: Availability by Region

Right Click on Serviceto demonstrate short-term

SLA Reporting

Report includes incidentdetails at the bottom

25

Case Study: Leading Financial Services Firm

Business Challenge:Obscured view of the business.• Deliver against branch SLAs: ~3600 branches.• Control escalating capital costs.• Need early warning of problems before customer impact.• Improve knowledge base of problems. • Need to improve customer experience.

IBM Solution:Tivoli Business Service Mgmt.• Cross-domain consolidation, correlation in a single-pane-of-glass.• Automated service modeling, impact and root cause analysis.• Realtime Dashboards: Branch execs, Service Mgrs, Ops Staff.• Realtime & historical performance trending & SLA tracking.• Business activity monitoring & key performance indicators.

Business Benefits:End-to-end Service Visibility• Improve visibility across 3600 branches for Business & Operations.• Avoid outages via proactive problem identification. before customer impact• Prioritize across silos & manage against SLAs/business objectives.• Improve ROI on capital via better staff, IT and service utilization/planning.• Improve customer experience via continuous optimization of service quality.

“We must be able to understand, in detail, service performance levels experienced by customers at each branch. In other words, we must aggregate service insight from over twenty-five million IT data-points every day.”

- Project Manager, Enterprise Operations

26

Business Activity Monitoring: ATM Transactions

27

Business Activity Monitoring: Retail Banking

28

Business Activity Monitoring: Money Transfer Operations

29

Service Status for major financial institution

30

Service Availability Report for Banking Service

31

Operational & SLA View for a Financial Services Firm

32

Provide Custom Views For Your Application Owners

33

Dynamic Thresholding: Now its Monday, 3pm. Our Response Time is 1000% longer than it usually is on Mondays at 3pm.

SendEmail from NA1 is critical due to large response time vs. average for the day and hour. SendEmail service marginal through

propagation.

Current utilization 10+ times higher than average for hour for this day of the week

&versus same hour yesterday.

3434

Tie It All Together Through Composite Application Views

Interactive Map

Views

Business KPIs& Scorecards

RealtimeCharts & Graphs

Integrated 3rd

Party Data

Combine Portlets from Applications on One View

35

Summary

BSM is about making IT relevant to your business.

A solid BSM solutions starts with a solid event management foundation.

Different audiences will benefit from different types of BSM Dashboards.

Successfully linking IT to the business requires making businessperformance visible in context to people who manage & support IT.