how to establish an IT application management with santix consulting

Optimised IT Management

Service Management Transformation

powered by santix

RGB 218/0/94

Kleinflächiger Einsatz

RGB 0/35/73

RGB 222/224/235

RGB 135/146/175

RGB 0/51/108

Ergänzung

RGB 47/117/110

Ergänzung

RGB 48/93/148

Ergänzung

RGB 85/137/199

Ergänzung

RGB 81/185/175

© Copyright

santix AG 2014 2

Typical Problem Areas in IT Organisations

Hey Joe Syndrome

Red Eye Syndrome

Silo Syndrome

Hero Syndrome

Mr. Fixit Syndrome

Blue Collar Syndrome

Firefighter Syndrome

Limited Edition Syndrome

Bermuda Triangle Syndrome

and many others…


2

RGB 218/0/94


RGB 0/35/73

RGB 222/224/235

RGB 135/146/175

RGB 0/51/108

Ergänzung

RGB 47/117/110

Ergänzung

RGB 48/93/148

Ergänzung

RGB 85/137/199

Ergänzung

RGB 81/185/175

© Copyright

santix AG 2014

Leistungsmanagement

IT-Leistung mit Business

in Einklang bringen

Störungsmanagement

Auswirkungen von

IT-Störungen auf

Business verringern

Bestandsmanagement

Investitionen des Business

in IT optimieren

Konfigurationsmanagement

Auswirkungen von

IT-Änderungen auf Business

vermeiden

santix has the right ITSM solution

packages for those syndromes …

Optimised Application

Management Monitoring & Measuring

Event & Impact Management

Management Data Warehouse &

Reporting

Incident & Problem Management

Optimised Service

Management Service Level Management

Service Charging

Availability Management

Capacity Management

Optimised IT Management 3

Optimised Change

Management Change & Configuration Management

Release Management

Deployment & Discovery

Mobile Device Management

Compliance Management

Optimised Asset

Management Asset Management

License Management

Request Management

Procurement

RGB 218/0/94


RGB 0/35/73

RGB 222/224/235

RGB 135/146/175

RGB 0/51/108

Ergänzung

RGB 47/117/110

Ergänzung

RGB 48/93/148

Ergänzung

RGB 85/137/199

Ergänzung

RGB 81/185/175

© Copyright

santix AG 2014 4

Integration Layer

Systems Management

Service Management

Directory Event/Impact

Management CMDB

Management

Data Warehouse

Continuity & Security Deployment & Discovery Operation & Automation Monitoring & Measuring

Incident Management

Problem Management

Change Management

Service Asset & Configuration Management

Release & Deployment Management

Service Level & Catalogue Management

Service Reporting

Budgeting & Accounting for IT Services

Availability & Contingency Management

Capacity Management

Security Management

Service Design & Transition

Governance & Relations

Service Strategy Process Management Business Relationship

Management

Supplier Management

& Procurement

santix Management Architecture Model


4

RGB 218/0/94


RGB 0/35/73

RGB 222/224/235

RGB 135/146/175

RGB 0/51/108

Ergänzung

RGB 47/117/110

Ergänzung

RGB 48/93/148

Ergänzung

RGB 85/137/199

Ergänzung

RGB 81/185/175

© Copyright

santix AG 2014 Optimised IT Management 5

Making application services more available.

Optimised

Application Management

(OAM)

RGB 218/0/94


RGB 0/35/73

RGB 222/224/235

RGB 135/146/175

RGB 0/51/108

Ergänzung

RGB 47/117/110

Ergänzung

RGB 48/93/148

Ergänzung

RGB 85/137/199

Ergänzung

RGB 81/185/175

© Copyright

santix AG 2014 6

The OAM Maturity Modell


Optimisation

End-to-End-Monitoring

& Visualisation

User Helpdesk

Knowledge

Management

Network

Monitoring

Non-systematic monitoring and repair of

IT infrastructure component faults

Level

1 chaotic

Level

2 reactive

Level

3 proactive

Level

4 service-oriented

Level

5 value-added

Server

Monitoring

Middleware

Monitoring

Event

Management

Central

Management

Console

Management

Data Warehouse

Problem

Management

Monitoring

Cockpit

Processualisation

Centralised

Incident Management

Performance &

Availability Management

Anwendungs

Monitoring

Service-oriented

Impact Management

RGB 218/0/94


RGB 0/35/73

RGB 222/224/235

RGB 135/146/175

RGB 0/51/108

Ergänzung

RGB 47/117/110

Ergänzung

RGB 48/93/148

Ergänzung

RGB 85/137/199

Ergänzung

RGB 81/185/175

© Copyright

santix AG 2014

Reporting based on SLAs, OLAs and UCs

IT O

rgan

isat

ion

Business

OAM Functual Model


OLAs UCs

Monitoring & measuring of availability and usage Networks Storage

Servers

Middleware

Applications

Users SLA

Mapping of alarms to IT Services, SLAs/OLAs and providers via Service

Impact Management & CMDB

Archival of performance and usage data in Management

Data Warehouse

Alarming, tracking and escalation of faults in Incident Management

Analysis of data in Capacity, Availability and Financial Management

RGB 218/0/94


RGB 0/35/73

RGB 222/224/235

RGB 135/146/175

RGB 0/51/108

Ergänzung

RGB 47/117/110

Ergänzung

RGB 48/93/148

Ergänzung

RGB 85/137/199

Ergänzung

RGB 81/185/175

© Copyright

santix AG 2014

OAM Architecture Model


CMDB

Configuration Management

Impact Management

Incident Management

Monitoring Measuring

Event Management

Problem Management

Management Data

Warehouse

Service Reporting

Discovery

RGB 218/0/94


RGB 0/35/73

RGB 222/224/235

RGB 135/146/175

RGB 0/51/108

Ergänzung

RGB 47/117/110

Ergänzung

RGB 48/93/148

Ergänzung

RGB 85/137/199

Ergänzung

RGB 81/185/175

© Copyright

santix AG 2014

Customer Reference: Homogeneous OAM

based on IBM Products


IBM NetCool Impact

SmartCloud Control Desk

Incident Management

SmartCloud Monitoring

SmartCloud

Control Desk

CMDB

IBM Network Manager

Application Dependency

Discovery Manager

IBM NetCool Omnibus


Problem Management


Change Management

Management Data

Warehouse

Common

Reporting /

Jazz SM OSLC

Fault detection , alarming and tracking

Reporting

Configuration Management

RGB 218/0/94


RGB 0/35/73

RGB 222/224/235

RGB 135/146/175

RGB 0/51/108

Ergänzung

RGB 47/117/110

Ergänzung

RGB 48/93/148

Ergänzung

RGB 85/137/199

Ergänzung

RGB 81/185/175

© Copyright

santix AG 2014

BMC Service Impact

Manager (SIM)

Frontrange

Incident Management

Customer Reference: Heterogenous OAM

Solution


10

Nagios

Frontrange Configuration Management

CMDB

SCOM Oracle Grid

Control

BMC Configuration

Discovery

BMC Event

Manager (BEM)

Frontrange

Problem Management

Frontrange Change

Management

RRDtools

PNP4Nagios

Cacti

BMC Impact

Portal

Fault detection , alarming and tracking Configuration Management

Reporting

Jazzey End-to-

End ...

RGB 218/0/94


RGB 0/35/73

RGB 222/224/235

RGB 135/146/175

RGB 0/51/108

Ergänzung

RGB 47/117/110

Ergänzung

RGB 48/93/148

Ergänzung

RGB 85/137/199

Ergänzung

RGB 81/185/175

© Copyright

santix AG 2014

OAM Process: Tactical Level


RGB 218/0/94


RGB 0/35/73

RGB 222/224/235

RGB 135/146/175

RGB 0/51/108

Ergänzung

RGB 47/117/110

Ergänzung

RGB 48/93/148

Ergänzung

RGB 85/137/199

Ergänzung

RGB 81/185/175

© Copyright

santix AG 2014

OAM Process: Operational Level


Detect

Alarm

Fix

Avoid

}

RGB 218/0/94


RGB 0/35/73

RGB 222/224/235

RGB 135/146/175

RGB 0/51/108

Ergänzung

RGB 47/117/110

Ergänzung

RGB 48/93/148

Ergänzung

RGB 85/137/199

Ergänzung

RGB 81/185/175

© Copyright

santix AG 2014

OAM Process: Service Definition


Define

& Model

Prepare

& Deploy

Run

& Deliver

Check

& Adjust

SLA/OLA/UC & application

documentation

Incídents, data, actions,

reports

KPIs Change New requirement

• Model service

dependencies

• Identify service

components

• Define

instrumentation

points

• Determine actions

• Document

requirements

• Implement

monitoring &

measuring tools

• Configure tools

• Establish data

storage

• Document

solution

• Process events

• Open/close

Incidents

• Visualize state of

infrastructure

• Collect, analyse

and report data

• Execute actions

• Conduct reviews

• Collect and analyse metrics

• Issue Changes

RGB 218/0/94


RGB 0/35/73

RGB 222/224/235

RGB 135/146/175

RGB 0/51/108

Ergänzung

RGB 47/117/110

Ergänzung

RGB 48/93/148

Ergänzung

RGB 85/137/199

Ergänzung

RGB 81/185/175

© Copyright

santix AG 2014 14

Organisational Perspektive of OAM

Alternative: centralised

OAM in a dedicated group

All relevant tools for all plattforms under single management

Downside: separation of OAM and infrastructure

management

Alternative: distributed

Infrastructure management groups own their relevant tools

OAM governance established

Modeling services for customers provided

Downside: high level of control and coordination required


RGB 218/0/94


RGB 0/35/73

RGB 222/224/235

RGB 135/146/175

RGB 0/51/108

Ergänzung

RGB 47/117/110

Ergänzung

RGB 48/93/148

Ergänzung

RGB 85/137/199

Ergänzung

RGB 81/185/175

© Copyright

santix AG 2014 15

Examples for OAM KPIs

% False Positives

% Undetected Faults

% False Automated Actions

Number of non-modeled dependencies

Availability of Monitoring & Event Management tools

Compliance with „Monitoring SLA“ (Modeling, Preparation,

Delivery)

Quality & actuality of OAM documentation


RGB 218/0/94


RGB 0/35/73

RGB 222/224/235

RGB 135/146/175

RGB 0/51/108

Ergänzung

RGB 47/117/110

Ergänzung

RGB 48/93/148

Ergänzung

RGB 85/137/199

Ergänzung

RGB 81/185/175

© Copyright

santix AG 2014 16

OAM Methodology for Analysis and

Modeling

1. Requirements analysis

Which services are provided?

What requirements are present?

2. Structural analysis

Components of the service

Internal and external interfaces

Function points

3. Control point analysis

Weaknesses and threats

4. Modeling

Service model

Monitor model

Alarm model


16

RGB 218/0/94


RGB 0/35/73

RGB 222/224/235

RGB 135/146/175

RGB 0/51/108

Ergänzung

RGB 47/117/110

Ergänzung

RGB 48/93/148

Ergänzung

RGB 85/137/199

Ergänzung

RGB 81/185/175

© Copyright

santix AG 2014

Perspektives of a Service Analysis


Service

Level

Agreements

Underpinning

Contracts

Infrastructure

Operational

Level

Agreements

What services

are defined

and agreed?

Functions

Which internal

interfaces?

Which external

interfaces?

Which

components?

What

functions?

Service model

Interfaces

RGB 218/0/94


RGB 0/35/73

RGB 222/224/235

RGB 135/146/175

RGB 0/51/108

Ergänzung

RGB 47/117/110

Ergänzung

RGB 48/93/148

Ergänzung

RGB 85/137/199

Ergänzung

RGB 81/185/175

© Copyright

santix AG 2014

OAM Modeling of a Service

„Bottom Up“ Modeling

Levels focus and ease

modeling effort

Helps to establish model

patterns

„Top Down“ Check

Interfaces are

projections of service

model components onto

the outer shapes of the

cube (SLA/OLA/UC)

Service blocks can be

identified and build


RGB 218/0/94


RGB 0/35/73

RGB 222/224/235

RGB 135/146/175

RGB 0/51/108

Ergänzung

RGB 47/117/110

Ergänzung

RGB 48/93/148

Ergänzung

RGB 85/137/199

Ergänzung

RGB 81/185/175

© Copyright

santix AG 2014

Service 3 Service n

Service Blocks

Interfaces to other services

are categorised as

„Provider“, „Consumer“ or

both

Multiple services can be

combined to service

aggregates

A complex business

application is typically a

collection of building blocks,

i.e. application, messaging,

mail, directory, load

balancing, storage etc.


Service 1 Service 2

RGB 218/0/94


RGB 0/35/73

RGB 222/224/235

RGB 135/146/175

RGB 0/51/108

Ergänzung

RGB 47/117/110

Ergänzung

RGB 48/93/148

Ergänzung

RGB 85/137/199

Ergänzung

RGB 81/185/175

© Copyright

santix AG 2014 20

Control Point Identification

Testing and Monitoring have similar basics

Requirements = SLA

Use Cases = transactions

Stress test = capacity shortage

…

OAM = quality management in production

Lower number of Incidents

Eliminate root causes

Raise service quality


RGB 218/0/94


RGB 0/35/73

RGB 222/224/235

RGB 135/146/175

RGB 0/51/108

Ergänzung

RGB 47/117/110

Ergänzung

RGB 48/93/148

Ergänzung

RGB 85/137/199

Ergänzung

RGB 81/185/175

© Copyright

santix AG 2014

Control Point Categories and Parameters

Categories

Capacity

Usage

Availability

Presence

Function

State

Events

Performance

Behaviour

Parameters

Name

Owner

Host

Cycle

Logging Mode

Counter Measures

Severity

Tool


RGB 218/0/94


RGB 0/35/73

RGB 222/224/235

RGB 135/146/175

RGB 0/51/108

Ergänzung

RGB 47/117/110

Ergänzung

RGB 48/93/148

Ergänzung

RGB 85/137/199

Ergänzung

RGB 81/185/175

© Copyright

santix AG 2014

Documentation of Models

Maybe part of Enterprise

Architecture Management

Tools are useful

CMDB

MS Visio

IBM Rational System

Architect

IDS ARIS

Complex tools provide

support modeling

methodology and constraints


Dekomposition "Online Shop"

Vertrieb

Onlinevertrieb

Web Shop

Applikations

Server

Datenbank

ServerWeb Server

Java

Umgebung

Java

Anwendung

Servlet MySQLD httpD

We

b

Clu

ster_

1

Host_1 Host_2

NICRAM

CPU HD

NICRAM

CPU HD

Appl_Serv

1

SAN

NICRAM

CPU 1

DB_Serv1

NICRAM

CPU

DB

Serve

r

AP

PL

Serve

r

CPU 2

RGB 218/0/94


RGB 0/35/73

RGB 222/224/235

RGB 135/146/175

RGB 0/51/108

Ergänzung

RGB 47/117/110

Ergänzung

RGB 48/93/148

Ergänzung

RGB 85/137/199

Ergänzung

RGB 81/185/175

© Copyright

santix AG 2014 23

santix OAM References

Julius Blum (Manufacturing)

ITSM, Event and Monitoring for 300 servers and applications

Liechtensteinische Landesbank (Finance)

BSM solution for Avaloq (250 servers, applications)

Bank Julius Bär (Finance)

Monitoring, Event and Impact Management for 1400 servers,

DMZ, applications

Markant (Retail)

Monitoring, Event and Network Management 200 Servers

Pilz (Manufacturing)

Monitoring, Event Management für 20 servers


RGB 218/0/94


RGB 0/35/73

RGB 222/224/235

RGB 135/146/175

RGB 0/51/108

Ergänzung

RGB 47/117/110

Ergänzung

RGB 48/93/148

Ergänzung

RGB 85/137/199

Ergänzung

RGB 81/185/175

© Copyright

santix AG 2014 24

Why OAM and santix?

OAM is a comprehensive model for establishing Business Service Management

Saves time and money, improves quality of service

OAM is not bound to a specific technology or vendor

Freedom of choice, proctection of investment

OAM is conformant with ITIL

Compliance

santix has a great deal if inter-disciplinary competence in tools and processes

(IT Management, IT Governance, Software Engineering)

Efficiency

Many references for successful implementation in various industries

Safety


Technology

how to establish an IT application management with santix consulting