9 Cool things in HP Business Service Management 9

transcript

Session ID: BTOT-WE-1730/2 Twitter hashtag #HPSWU

9 Cool things in HP Business Service Management 9Application-aware service health management

HP Softwareand Solutions

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Chane CullensChane@hp.comHP Software, BTO Products, Director

Agenda1. Business Service Management, part of HP’s Unified

Operations

2. HP’s Leadership

3. 9 Cool things

4. Why HP

Virtualization, cloud and sourcing are increasing complexity and rate of change

IT Today – Highly Complex, Highly Human Based

Collaboration• Complex hand–offs• Problematic

integration• Minimal process

controlReactive vs Proactive• Users calling help

desk• Issues when systems

OK• Firefighting &

burnout

Operations Silos• Fragmented visibility• Conflicting

objectives• Many versions of

truthComplex Sourcing

• Overlapped outsourcing

• Hard to determine SLAs

• Conflicting priorities

optimize

resources befaster

support

businessm

ulti-source

HP Unified Operations SolutionThe Four Pillars of IT Operations

Resource and PortfolioManagement

Application-aware ServiceHealth Management

Release, Provisioning, and Change Automation

Self-Service Request Processing

Basic enterprises• Silo-ed health management

• No service dependency model – no “single version of the truth”

• No user experience view – use customers as monitoring devices

• No integration between monitoring and service desk

• No automated remediation

Fundamental role of Business Service Management (BSM)Application-Aware Service Health

User perspective monitoring Simulated, real, location dependent, transaction tracking

Converged fault and performance management

Services, applications, software, systems, storage, network, cloud

Automating event management Streamlining the event “detect – troubleshoot – resolve”

processActionable items from noise on collaborative platform

Delivering the right data, right team, right context

Next-generation application-aware service health

HP Business Services Management

All under-pinned by a discovered service dependency map

Connecting IT to Business

What is Business Service Management?

Business Services

Applications

Software

Infrastructure

ITIL v3 Business Service Management is: An approach to the management of IT services that consider the business processes supported and the business value provided

Agenda1. Business Service Management, part of HP Unified

Operations

3. 9 Cool things

4. Why HP

HP’s BSM Leadership Foundation

HP invented network and operations management about two decades ago

HP has invested $8 billion to acquire market leaders in application management, automation and security

Industry leading solution with over 10,000 BSM customers

HP’s BSM Leadership Today

HP leadership in operations management

GartnerJuly 2009

HP’s BSM – APM Leadership Today

HP leadership in application performance management

GartnerFeb 2010

HP Business Service Management 9 Investment Themes

SIMPLIFY MODERNIZEFUTURE READY

Integration 30+ patents pending 900 man-years

Proven Customer Results – Boeing

– Boeing Communication Systems

– Call center CRM application

– Using HP’s application availability suite from 2005 to 2010

– IT direction:• Establish a APM Center of Excellence

• Proactive management of 160 applications and growing with a staff of 6

Incident resolution resources decreased 98%From 78 staff months to 1.4 staff months ($880K)

Mean time to resolution dropped 90%From 10 hours per incident to 1 hour

Hours of user downtime dropped 96%

Operations

3. 9 Cool things

4. Why HP

HP Business Service Management Architecture

Business Service HealthEvent Consolidation | SLM | Reporting | Dashboards

Shared Services Foundation3rd Party Adapters | Agent & Agent-less | Run-Time Service Model (UCMDB)

ApplicationManageme

NetworkManageme

StorageManageme

SystemManageme

Datacenter SaaS Cloud Desktops Mobile

Service maps are used to link business processes to their IT components

What is a Service Model

Conceptual topology•This is an easy to understand view

Real views have•Multiple CIs (configuration items) at every level•E.g. multiple transactions, clusters of servers, virtualization, …

Business Service - Retail BankingBusiness Application - Online

Network

Windows Server

WebLogic Server

J2EE Application - JavaProg

Business Transaction Flow - Transfer

Business Transaction – To Checking

DiskCPU

Unique in the industry

Leveraging the BSM Run-time Service Model

Operational data store for decision making• Faster problem isolation for reducing mean time to resolution

Dynamic model for dynamic enterprise• Automatic updates from near real-time data sources

Authoritative data sources• Model contains actual state

Run-Time Service Model

BSM event & topology collectors

UCMDBSynchronization

Federation

BSM 9 Platform

BSM Run-time Service Model

Web Servers

Backend Mainframe, CICS,

Database

Application SAP, Siebel, Oracle

J2EE, .Net

MiddlewareJMS, MQ

Internet & Intranet

CorrelationClassificatio

Near Real-time

Unified

Unique

View of a Run-time Service Model

Business Services

Applications

Software

Infrastructure

Common BSM Platform to Reduce TCO

Reducing training costs with a consistent modern

• UI standards• Alerting• Downtime

CoreServices

• Event channel• Run-time service

model• Integration adaptor

Lower cost integration with unified data channel

Data Services

Reduced time to valueusing common services

• Install• Single sign-on• User management

Foundation

Services

Comprehensive Automation– Automation across the

entire issue lifecycle

– Leverage subject matter expertise to Operations Bridge team

– Automation within products

– Automation across products

– Automation outside of HP BSM solution

Efficient use of IT ops team

– One console for current and future environments• Application, server, network, storage …

• Physical, virtual, SaaS, cloud …

– Availability, performance, impact & health

– Secure, seamless monitoring for all of your world

Converged Operations BridgeExternal cloud

providers

Internal virtual/physical

External SaaS provider

Symptom or causeBusiness

priorityIT severity

Application

Software

Server

Manage service delivery from a end user perspective

– SLA & line of business perspective

– Monitor application performance and availability

– Proactive notification before real users are impacted

Application-aware Quality of Service

Business Service Availability User location Performance

Web Servers

Backend Mainframe, CICS,

Database

Application SAP, Siebel, Oracle

J2EE, .Net

MiddlewareJMS, MQ

Internet & Intranet

Unified Business Transaction Management

– Share transaction model• Simulated user activity

• Real user activity

• Transaction tracing activity

• Diagnostics activity

– Discovers transaction topology

– Captures business content

– Business process views

– IT problem isolation views

Transaction ID 000123

Order Execute Confirm

Web 2 mashup provides decision focused dashboards

– Web 2 mashup dashboard builder• Links context between windows

• Choose from library of components

• Add your own components to library

– Secure sharing of dashboards• Choose what and who to share with

– Interactive windows• Context sensitive menus and user actions

• Content updates without page refresh

– Filtering• Tailor content to problem or user domain

Easy to Customize Dashboards

HP BSM content

3rd party content

Content updated as selection

changes

Leveraging business impact to help prioritize IT response

– Easy to customize dashboard views for business users

– Provide real-time actionable business information

– Gets IT out of the business of creating monthly reports

Business Aligned Service Management

Service Level Tracking Business Impact

Access from anywhereiPhone Mobility Support

– Receive alerts

– Check status

– Investigate root cause

– Send email containing problem CI details

Operations

3. 9 Cool things

4. Why HP

Integrated top-down and bottom-up solution

HP Business Service Management

Top-down app performance management Bottom up infrastructure management

Reduced mean time to repair

Why HP BSM in a Nutshell

• Continuous improvement for business service lifecycle

Agility

• Powerful, customisable role based dashboard providing actionable visibility

Transparency

• Gartner leadership in end user experience and consolidated events

Quality

• Heritage & innovation on model driven foundation with comprehensive automation

Optimization

• Shared UCMDB with Service Management to create a closed loop incident process

Integration

Virtualized • Resilient • Orchestrated • Optimized • Modular

Why HP?

We build it Leading data center design company

We power it With leading servers, storage and networking

We design it Expertise in application architecture & frameworks

We automate it With virtualization and management software

We secure it Through HP Secure Advantage program

We support it With tens of thousands of IT professionals

We govern it HP wrote the books on service management

We measure it HP can measure the fiscal impact of services

We deliver it Through purchased, financed, outsourced, cloud

Continue the conversation with your peers at the HP Software Community hp.com/go/swcommunity

9 Cool things in HP Business Service Management 9

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