Fusion & BMC
The Platform of Choice for
Business Service Management
Agenda
– Introduction / Background
– High-Level Overview of BMC solutions
– BMC Service Assurance• Event-Driven Service Monitoring - “Report By Exception”• Dynamic base-lining & correlation of events to business services
– BMC Service Automation• Server - Configuration & Compliance Management• Application Release Management
– Summary / Business Value
Fusion - Overview
› Elite BMC Solution Provider
› BMC partner for more than 10 years
› A1 Dun and Brad Street Credit Rating
› Ranked by BMC as No.1 partner (in
Europe) overall on 24 criteria
› Advanced Support Centre for BMC with
global 24 x 7 coverage and certified
engineers
› 170 currently supported customers and
completed over 300 projects
› Fusion consultants are RAC certified and
ITIL Foundation trained
› Part of BMC ITSM Consortium and
member of BMC Partner Advisory Council› Member of the itSMF and
TeleManagement Forum (TMF)
Business Service Management
A Framework for BMC solutions
© Copyright 04/10/23 BMC Software, Inc.5
BSM is a comprehensive approach and unified platform for Service Management
Manage the Business
Manage infrastructure to support the business
Manage support functions and processes
Financial Management
Vendor Management
Project and Portfolio Management
Human Capital Management
Governance and Compliance
Service Desk
Service Request Management
Change and Release Management
Asset Management
Identity Management
Predictive Analytics
Performance,Availability
and Recovery
Application Problem
Resolution
Event and Impact Management
Capacity Management
Enterprise Scheduling
ApplicationRelease
Management
Configuration Automation
ConfigurationAudit and
Compliance
© Copyright 04/10/23 BMC Software, Inc.6
BMC - a unique offering to achieve BSM
› Better Decisions– Unique capability to predict technology
issues and identify probable cause– Cross-platform capacity management to
minimize CapEx and plan for the future– Complete visibility across technology
activities and spend› Unique Architecture and Workflow
– The most pervasive IT management workflow platform in the industry
– Proven scalability and global language support
– Unified architecture for provisioning and compliance
› Superior Coverage – Always on– Physical and virtual environments
BMC Service Assurance
Global Leader for Analysis, Monitoring and Business Service Correlation
Business Drivers
Sources: Gartner Group, IDC, Ziff Davis, InfoneticsSources: Gartner Group, IDC, Ziff Davis, Infonetics
As more customers consolidate and virtualize mission-critical applications, it becomes more difficult to isolate problems and maintain performance
Enable Virtualization in the Data Center
Cost of server administration is rising 10% per year
On average it takes 14 people to fix a typical day-to-day problem.
Optimize Resource
Utilization & Costs
85% of companies have difficulty meeting service commitments
70% of incidents are reported by end-users before IT knows there is a problem.
Exceed Service Level
Commitments
On average, large companies loose 10-15% of their revenues due to downtime
Eliminate Unplanned Downtime
Value of Event and Impact Management
• Unable to quickly diagnose and resolve incidents across technologies• Increases staff costs• Poor Mean Time To Repair
• Lack visibility into the impact of events on business services• Missed service level agreements
(SLAs)• Lost Revenue• High Operational costs
BEFORE – Inefficient IT AFTER – Operational Efficiency
Event and Impact Management Integration
AtriumOrchestrator
AtriumOrchestrator
BMC Event & Impact Management
BMC Service Impact Manager
BMC Event Manager
BMC and Third Party Monitoring
BSM Application IntegrationRemedyIT Service Management
BSMDashboards
BMC Application Performance &
Analytics
Third-Party Event Adapters
BMC BladeLogicOperations
Manager
Service Assurance – Business Needs
• Detect• Problem Identification & Recording• Component and Transaction Monitoring• Data and Event Collection
• Isolate• Automatic Event Filtering• Event Enrichment and Correlation• Prioritize Based on Business Impact
• Diagnose• Predict Service Degradation• Determine Probable Root-Cause• Investigation & Detailed Diagnosis
• Correct• Operator-Initiated Workflow• Automatically-Initiated Workflow• Service Restoration
• Compliance• Intelligent Trouble Tickets• Documented Change Requests• Management Dashboards
© Copyright 20 November 2009 BMC Software, Inc
Service Assurance – BMC Solution Fit
› Detect– Problem Identification & Recording– Component and Transaction
Monitoring– Data and Event Collection
› Isolate– Automatic Event Filtering– Event Enrichment and Correlation– Prioritize Based on Business Impact
› Diagnose– Predict Service Degradation– Determine Probable Root-Cause– Investigation & Detailed Diagnosis
› Correct– Operator-Initiated Workflow– Automatically-Initiated Workflow– Service Restoration
› Compliance– Intelligent Trouble Tickets– Documented Change Requests– Management Dashboards
Cross-platform, Cross-VendorCollection with a Self-Learning,
Self-Configuring Prediction Engine
Enterprise-Wide Service Modelswith Real-Time Business Impact
Probable-Cause Analysis withIntelligent Filtering
Real-Time Drift Detection and Automated Remediation
Unified Architecture for Business Service Management
© Copyright 20 November 2009 BMC Software, Inc
Service Assurance - Measurable Results
› Reduce IT Costs– 30% increase in staff efficiency– Reduce infrastructure costs by 25%
› Improve Quality of Service – Reduce downtime by 75%– 70% faster MTTR
› Manage Risk – Time for audit tasks reduced from months to minutes – Reduce the cost of compliance by 30%
› Increase Business Impact– 50% faster delivery of IT services
› Provide Transparency – 95%+ visibility to IT spend and activity
© Copyright 20 November 2009 BMC Software, Inc
BMC Service Automation
Infrastructure Management
& Application Release Management
© Copyright 04/10/23 BMC Software, Inc.15
Key Trends in the Data Center…
Source: IDC
50
100
150
200
250
0
Spend$ Billions
1999
56%
44%
2006
67%
33%
71%
2010
29%
It costs more to MANAGE a server than to buy it
Server Management and Administration Spend
New Server Hardware Spend
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1.4
7.9
0.0
2.0
4.0
6.0
8.0
10.0
2005 2010
Key Trends in the Data Center…
Virtual Machines(MM)
Source: IDC
CAG
R 4
1%
› Although 100% of the Fortune 100 have deployed virtualization software, overall server penetration remains only 15% of total number of servers
– Virtualization creates significant management complexity
› BladeLogic is a key enabler of widespread adoption of virtualization
– BladeLogic’s financial model benefits from virtualization
Challenge
Solution
© Copyright 04/10/23 BMC Software, Inc.17
“The Perfect Storm” in the Data Center
PAIN
Costs 3X more to manage a Costs 3X more to manage a device than to buy onedevice than to buy one
90% of breaches are from 90% of breaches are from known vulnerabilitiesknown vulnerabilities
Application releases are late Application releases are late 60% of the time60% of the time
80% of downtime caused by 80% of downtime caused by mistaken configurationsmistaken configurations
BladeLogic – Infrastructure Management
ConfigurationConfigurationAutomationAutomation
Unified Architecture Enables Policy-Based Automation
Disjointed Architecture
Bare-MetalProvisioning
PatchingSoftware
Distribution
Scripts
VulnerabilityAssessmentAuditing
InventoryChangeTracking
Configuration Automation
Compliance
ComplianceCompliance
BladeLogic’s ArchitectureExisting Server Mgt
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Application “Packaging” Process
Platform Specific Packaging Tools
Bu
ild M
anag
er (Sch
edu
ler)
PVCS TrackerIBM Rational Clearquest
SourceControl
Compiler ANTMake
CVSSubversion
System V (Solaris)MSI (Wintel)RPM (Linux)Custom Scripts (Unix)
Package
Deploy to “Environment” Manual
BladeLogic Application Release Manager
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Today’s Release Process
Development Testing
Staging Web Servers
Staging App Servers
Production Web Servers
Production App Servers
2. Extract buildfrom repository
1. Developer checks in tested build
3. Deploybuild to testORUpdate Models
AgentAgent AgentAgent
AgentAgent AgentAgent AgentAgent
AgentAgent AgentAgent AgentAgent
AgentAgent AgentAgent
AgentAgent AgentAgent
Source ControlBuild Mgmt
AgentAgent
Typically where manual “packaging” takes place in the process
• Process is inflexible & unable to accommodate change
• Packaging is manual & platform dependent
• Typically happens too late in development process
• Cost of “change” is prohibitive
4. Promotebuild to Testand/or Staging
Development Build Test/Staging Production5. Promotebuild to Production
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Release Process with BladeLogic
Development Testing
Staging Web Servers
Staging App Servers
Production Web Servers
Production App Servers
1. Developer checks in tested build 3. Deploy
Build ORUpdate Models
AgentAgent AgentAgent
AgentAgent AgentAgent AgentAgent
AgentAgent AgentAgent AgentAgent
AgentAgent AgentAgent
AgentAgent AgentAgent
Source ControlBuild Mgmt
AgentAgent
Automated Packaging from the Beginning• Consistency throughout the elevation
• Issues related to packaging found earlier
• No penalty for change
2. Extract buildfrom repository
4. Promotebuild to Testand/or Staging
5. Promoteto Production
Development Build Test/Staging Production
© Copyright BMC Software, Inc.
Typical current release process
Dev
Test
Application
Production
The application works in the dev and test environments.
The application does NOT work in production.
Something is changed directly on production servers (e.g. a new library version).
Local setting(e.g. new library version)
The application now works in the production environment as well.
© Copyright BMC Software, Inc.
Potential problems - 1
Production 1
Application
The application works on the original production server. This depends on the undocumented change which was made there.
The application does NOT work on other production servers where the change has not been made. This is despite the fact that the documented state of these servers is identical.
This may happen for instance with minor version upgrades.
Production 2
Local setting(e.g. new library version)
© Copyright BMC Software, Inc.
Potential problem - 2
Application A
Production
The original application works on the modified production server.
Other applications do NOT work on the modified server, as the undocumented change made on that server conflicts with those applications’ settings.
Application B
Local setting(e.g. new library version)
© Copyright BMC Software, Inc.
Release Process with BladeLogic
DevTest
Application
Production
The application now works in development, test and production environments. All required settings are documented and can be applied in a single step.
Setting (e.g. new library version
BLpackage
The application’s installer is included in a BLpackage, which also contains all the settings necessary for correct operation of the application.BLpackages may also contain other objects, e.g. scripted actions required to activate changes.
Action (command, script, …)
© Copyright BMC Software, Inc.
Application/Release Rollback
Currently (without BladeLogic):
With BladeLogic:
Application 1.0 InstallApplication 1.1
ReinstallApplication 1.0
RemoveApplication 1.1
The current process for rolling back an application installation requires the application to be completely uninstalled before an older version can be reinstalled.This process does not include rollback of other changes to the system (e.g. configuration files, running services, etc.).This means that there is no guarantee that the final state of the system is the same as the initial state.
BLpackage
The process for rolling back installation of a BLpackage restores the previous system configuration without scripting.
The automation of this process ensures that the same steps will be taken for each installation or rollback.
© Copyright BMC Software, Inc.
Comparison and Parameterisation
› BladeLogic supports comparisons (audits) between servers in different environments. This will identify configuration differences which could affect applications.
For example:› Database connection strings (see left);› Local server settings;› Software version mismatch;› System or named user permissions;› Etc.
Test
Dev
Production
DB server test
DB server prod
Audit and RemediationOnce these differences have been identified, they can be captured in a BLpackage which enables remediation of those differences.The result is that the various environments can be aligned in a single step (policy-based requirements management).
Remediation package
ParameterisationBLpackages may also be created with parameters in order to enable reuse of the same BLpackage in different environments. For instance, the DB connection string will be different for each environment. Instead of modifying the application package for each deployment, a single BLpackage can refer the specific value of that parameter for each environment.
ApplicationSetting
(e.g. new library version Action (command, script, …)
© Copyright BMC Software, Inc.
Advantages
›Maximum visibility›Uniformity, consistency and standardization of environments
›Automatic documentation of changes – Logging of all actions– Compliance reports
›Rollback of installation and config changes›Control over sequence of actions
© Copyright 04/10/23 BMC Software, Inc.29
Why BladeLogic?
Reduce the risk of change Maintain uptime and predictable operations
Ensures Continuous Compliance
Reduce security breaches
Reduce the time and cost of audits
Reduce the Time-to-Deploy Services
Rapidly respond to ever-changing business requirements
Lower Unit Cost of Management Lower and control OPEX costs
© Copyright 04/10/23 BMC Software, Inc.30
Case Study: Application Release Management
Pain Point Consequence Why BladeLogic
Highly manual packaging & deployment
› 5 FTE, 3 Days per Package
› 1000 CIs per package
Poor delivery
› 16 retakes per package
Long cycle times
› 13 weeks Vs Target of 2
› 30% miss rate
High defect rate
› 72% defective packages
High Opex
› $7K/package
Cross-platform packaging technology
› 35 additional FTEs would have cost $4.7M per year
No way to ID and maintain environment consistency
Probability of errors
› 50 minor and 2 major outages per release
Process not repeatable
› Gartner audit score of CMM 2.1/5.0
Environment parameterization to handle variability
› Reduce MTTDeploy by 90%
Audit & remediation
› Rollback to eliminate fire drills by > 90%
Too many people with ROOT access
› 50 ROOTs @ any time
Introduces risk
› First Fix Rate < 10%
Complying with regulations difficult
› Failed PCI audits
› Authorized: Completed changes is 6:1
Rules-based promotion controls
› Workload ratio for L1:L2 to change from 1:4 to 5:1
Environment 2200 Servers 100 Disney Websites 3 BU Op Units 1500 apps
Business Drivers Release Cost Control Improved Responsiveness Improved MTTD
Data Center Initiatives App Provisioning Optimize Release Process Automate Config. Mgmt.
Competition HP Radia Opsware
© Copyright 04/10/23 BMC Software, Inc.31
Chicago Mercantile Exchange The world’s largest trading exchange – proprietary GLOBEX application processes 18 million orders and executes 6 million trades per day
Case Study: Server & App Automation
Before BMC (2003) With BMC (2007)
Servers 900 3,500
Applications 50 200
Administrators 20 28
Server:Admin Ratio 45:1 125:1
Server Configuration Outages 2 Major None
SOX 404 Solution None Fully Compliant
App Changes (Weekly) 200(40 critical servers x 5 changes per
week)
60,000(1,500 critical servers
x 40 changes per week)
Changes:Admin Ratio 10:1 2,142:1
Summary
Business Value
© Copyright 04/10/23 BMC Software, Inc.34
The value BMC solutions offer
Reduce Technology Costs
Increase Business Impact
Improve Quality of Service
Manage Risk
Provide Transparency
30% increase in staff efficiencyReduce support costs by 25%
50% faster delivery of Technology services
Reduce downtime by 75%70% faster MTTR
Time for audit tasks reduced from months to minutes Reduce the cost of compliance by 30%
100% visibility of Technology spend and activity
35
CARFAX cut downtime in half, eliminated licensing and maintenance for servers no longer in use, realized an ROI of 285% and payback of seven months
CARFAX cut downtime in half, eliminated licensing and maintenance for servers no longer in use, realized an ROI of 285% and payback of seven months
International Trucking increased job processing by 500% and manages 500,000 more jobs per month without adding staff
International Trucking increased job processing by 500% and manages 500,000 more jobs per month without adding staff
BMC customer case-studies
Dresdner Kleinwort centralized planning and budgeting, increased transparency for IT spend, reduced cost centers by 90%, and achieved a first-year savings of 3M Euros
Dresdner Kleinwort centralized planning and budgeting, increased transparency for IT spend, reduced cost centers by 90%, and achieved a first-year savings of 3M Euros
Mutual of Omaha saved over $4M in critical business application downtime, reducing customer-impact problem tickets by 69% and downtime by 66% in the first year
Mutual of Omaha saved over $4M in critical business application downtime, reducing customer-impact problem tickets by 69% and downtime by 66% in the first year
Cap Gemini deployed reduced server auditing and patching effort from 45 hours per month to one hour. Fault diagnostics takes 3 minutes per server, down from 37 minutes
Cap Gemini deployed reduced server auditing and patching effort from 45 hours per month to one hour. Fault diagnostics takes 3 minutes per server, down from 37 minutes
E*Trade is saving more than $4M in revenue annually by using incident prioritization to reduce unplanned downtime by 75 percent
E*Trade is saving more than $4M in revenue annually by using incident prioritization to reduce unplanned downtime by 75 percent
UBS reduced outage time for mainframe database changes by 97%
UBS reduced outage time for mainframe database changes by 97%
Motorola consolidated to company-wide change process & Incident process, providing 30% reduction in MTTR, 60% reduction in unplanned outage time impacting users, and realized $11M in savings
Motorola consolidated to company-wide change process & Incident process, providing 30% reduction in MTTR, 60% reduction in unplanned outage time impacting users, and realized $11M in savings