clip - closed loop (events &) incidents process

©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

Session ID: BTOT-TH-0900/3 Twitter hashtag #HPSWU

©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

Speaker Name: Ohad Goldfarb, Chane CullensDate: December 2010Session ID: BTOT-TH-0900/3

CLIP - Closed Loop (Events &) Incidents ProcessImplementation Simplification

Agenda• Overview• Event and Incident Processes• Closing the Loop• Simplification

Agenda• Overview• Event and Incident Processes• Closing the Loop• Simplification

YOUR GOALS

– IT Efficiency

– Automation

– Focus on the Business

6

Increasing business service availability and reduces costHP Closed Loop Incident Process Solution

IT Efficiency

AutomationFocus on

Business

Highly automated and integrated Fault detection (events) to recovery (incidents)

solution Bridges Help Desk and Ops Bridge (NOC) gap Leverages service health from a business

perspective Reduces MTTR Improves MTBF

“Implementing CLIP within Sprint’s IT environment is enabling data integration in support of superior processes and organizational efficiencies.

Sprint IT will support our Business partners by minimizing the need to depend on tribal knowledge and personal insight.

Immediate access to multiple sources of data from a single integrated system allows accelerated decision making.”

John D. FeltonIT Service Integration Group Managing Director

Sprint, June 2010

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CIO Business Priorities

1. Business process improvement 2. Reducing enterprise costs3. Increasing the use of information & analytics4. Improving enterprise workforce effectiveness5. Attracting and retaining new customers6. Managing change initiatives7. Creating new products or services

(innovation)8. Targeting customers and markets more

effectively9. Consolidating business operations10.Expanding current customer relationships

Gartner, January 2010

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CIO Business Priorities Impacted by CLIP

1. Business process improvement 2. Reducing enterprise costs3. Increasing the use of information & analytics4. Improving enterprise workforce effectiveness5. Attracting and retaining new customers6. Managing change initiatives7. Creating new products or services

(innovation)8. Targeting customers and markets more

effectively9. Consolidating business operations10.Expanding current customer relationships

Gartner, January 2010

Agenda• Overview• Event and Incident Processes• Closing the Loop• Simplification

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ITIL V3 Process Model

11 04/09/2023

SERVICE STRATEGY

SERVICE DESIGN

SERVICE TRANSITION

CONTINUAL SERVICE IMPROVEMENT

SERVICE OPERATION

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Neither process can stand alone in today’s IT environments

Event Management• Event – A change of state or alert that has significance for the management of a CI or IT Service

• Responsible for managing events throughout their lifecycle

• Tool: Operations Bridge (aka NOC)

ITILv3 Linkage of Event & Incident Management

Incident Management• Incident – Unplanned interruption, or reduction of quality, of an IT Service

• Includes any event which, or could, disrupts a service

• Tool: Service Desk

IT Service – People, processes & technology supporting a business processes

Agenda• Overview• Event and Incident Processes• Closing the Loop• Simplification

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Closed Loop Incident Process solution for ITIL Event and Incident Management

From Fault Detection To Recovery & Closure

ITIL Process Event Management Incident Management

Event Generation &

Detection

Event Correlation &

Business Impact

Incident Submission

Investigation & Diagnosis

Resolution

Recovery & Closure

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Closed Loop Incident Process solution for ITIL Event and Incident Management

Event Generation & Detection

Event Generation &

Detection

Event Correlation &

Business Impact

Incident Submission

Investigation & Diagnosis

Resolution

Recovery & Closure

Operations bridge console collects events from servers, networks, apps & 3rd party

Issue

Event overload, too much information to process

No linkage between events and the service model

Solution

All events appear in one console, correlated and enriched via a real time service model

User Example – Events to single console

End user experience slow SQL slow query performance alert J2EE DB collection pool issue

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Event Generation &

Detection

Event Correlation &

Business Impact

Incident Submission

Investigation & Diagnosis

Resolution

Recovery & Closure

Closed Loop Incident Process solution for ITIL Event and Incident Management

Event Correlation & Business Impact

Business services, business impact relationship, and SLAs determined

Issue

Struggle to link causal events to top down end-user experience and business impact

Solution

Service model based event correlation engine

Proactive end-user experience linked to business process and business transaction flow to identify impact on high revenue generating services

User Example - Cause from symptoms and impact

Oracle database is the cause Critical funds transfer business service

impacted

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Event Generation &

Detection

Event Correlation &

Business Impact

Incident Submission

Investigation & Diagnosis

Resolution

Recovery & Closure

Closed Loop Incident Process solution for ITIL Event and Incident Management

Incident Submission

Automatic/Manual incident submission to the service desk

Issue

Quality and enrichment of data Siloed and broken service lifecycle Duplication of effort wasting time

Solution

Better collaboration Automation and integrated of event to

incident process lifecycle

User Example - Automatic incident ticket creation

Ticket visible to ops bridge Assignment to correct subject matter

expert

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Event Generation &

Detection

Event Correlation &

Business Impact

Incident Submission

Investigation & Diagnosis

Resolution

Recovery & Closure

Closed Loop Incident Process solution for ITIL Event and Incident Management

Investigation & Diagnosis

Deeper diagnostics, subject matter expert tools, and knowledge management used to determine root cause

Issue

Significant resolution time spent on pinpointing problem in a dynamic heterogeneous IT universe

Incident assigned and reassigned to multiple silos

Solution

Cross domain data visualization and analysis

User Example - Diving deeper to find root cause

Expert sees corrupt DB tables Finds runbook automation fix in

knowledgebase

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Event Generation &

Detection

Event Correlation &

Business Impact

Incident Submission

Investigation & Diagnosis

Resolution

Recovery & Closure

Closed Loop Incident Process solution for ITIL Event and Incident Management

Resolution

Change request for repairing the issue

Issue

Little or lack of automation leads to increased manual efforts impacting quality and efficiency

Solution

Expert created/authorized run book automation to empower lower level teams

Manage change, configuration, and release process

User Example - Processing the change

Get change request approval Use runbook to re-index database tables

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Event Generation &

Detection

Event Correlation &

Business Impact

Incident Submission

Investigation & Diagnosis

Resolution

Recovery & Closure

Closed Loop Incident Process solution for ITIL Event and Incident Management

Recovery & Closure

Automatically close events & related incidents

Issue

Struggle to improve speed of restoration, recovery and closure of incident and verify post compliance of SLA/OLA

Solution

Automate all notifications & updates, continuously monitor SLA/OLA compliance

User Example – Verify the change worked

User, DB and connection pool OK Incident ticket and events closed

Agenda• Overview• Event and Incident Processes• Closing the Loop• Simplification

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CLIP 9.0 Products

– Business Service Management (BSM 9.0/9.01)•Operations Manager (OMW 8.16/9.0, OML 9.01)• Business Process Monitor (BPM)• Real Users Monitor (RUM)• SiteScope 11.0•Network Node Manager I (NNMi 9.01)

– Service Manager (SM 9.20)

– Operations Orchestration (OO 7.60/9.0)

– Universal CMDB (UCMDB 9.01/9.02)

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Simplification Use Cases

–CLIP 9.0 is a complex solution.

–Our Simplification use cases will help you build a structured roadmap for the implementation.

–The use cases can be deployed independently.

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Simplification Use Cases

– Core use case – Auto Ticketing

– Configuration Management use case – Enhanced Business Impact Analysis

– Event Automation use case – Automate Event Diagnosis

– Service Manager Knowledge Management Powered by Operations Orchestration Automation Use Case - Automate Incident Triaging and Remediation

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Core Use Case

Business Service

Management

3

45

Discovery & Dependency

Mapping

BSM Data Sources

1

2 ServiceManager

1.BSM data sources send CI data as well as events and measurements.

2.DDM can be used to discover CIs & relations & populate them into the RTSM (BSM’s UCMDB).

3.CIs and relationships are pushed to SM.

4.BSM events become SM incidents and a bidirectional sync exists throughout the lifecycle.

5.SM users can asses business impact by launching the Business service Impact Report.

• This is the simplest/minimal CLIP use case that allows IT Efficiency and Automation Improvements.

• Products: BSM (RTSM, APM, OMi), At least one BSM data collector / data source, SM (Incident, configuration).

• CIs and relations are provided by the monitoring data collectors / data sources.

• DDM is optional.

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Configuration Management Use Case

Business Service

Management

3

45

Discovery & Dependency

Mapping

BSM Data Sources

1

2

ServiceManager

UCMDB

3

1. BSM data sources send CI data as well as events and measurements.

2.DDM is used to discover CIs & relations & populate them into the UCMDB.

3.CIs and relationships are synched between the UCMDB & RTSM and are pushed to SM.

4. BSM events become SM incidents and a bidirectional sync exists throughout the lifecycle.

5. SM users can asses business impact by launching the Business service Impact Report.

• Use case motivation: This is our recommended strategy as it allows a better configuration management process and better alignment & focus on Business Priorities.

• Products: BSM (RTSM, APM, OMi), At least one BSM data collector / data source, SM (Incident, configuration), UCMDB.

• Discovery: DDM feeds the UCMDB server.

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Event Automation Use Case

Business Service

Management

3

45

Discovery & Dependency

Mapping

BSM Data Sources

1

2

ServiceManager

UCMDB

3

1. BSM data sources send CI data as well as events and measurements.

2. DDM is used to discover CIs & relations & populate them into the UCMDB.

3. CIs and relationships are synched between UCMDB RTSM and pushed to SM.

4. BSM events become SM incidents and a bidirectional sync exists throughout the lifecycle.

5. SM users can asses business impact by launching the Business service Impact Report.

6.BSM user can use OO Run-Book invocation from the Service Health or OMi for helping with event diagnosis and very simple remediation.

• Use case motivation: Event automation with OO requires a considerable amount of investment for establishing a good automated triage process.

• Products: BSM (RTSM, APM, OMi), At least one BSM data collector / data source, SM (Incident, configuration), CMS (Discovery – one of the former options), OO.

Operation Orchestration6

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SM KM Powered by OO Automation Use Case

Business Service

Management

3

45

Discovery & Dependency

Mapping

BSM Data Sources

1

2

ServiceManager

UCMDB

3

1. BSM data sources send CI data as well as events and measurements.

2. DDM is used to discover CIs & relations & populate them into the UCMDB.

3. CIs and relationships are synched between UCMDB RTSM and pushed to SM.

4. BSM events become SM incidents and a bidirectional sync exists throughout the lifecycle.

5. SM users can asses business impact by launching the Business service Impact Report.

6. BSM user can use OO Run-Book invocation from the Service Health or OMi for helping with event diagnosis and very simple remediation.

7.SM user uses the SM KM module in order to be more efficient in his incident triage process and then can invoke the OO Run-Books for remediation purpose directly from the KM articles.

• Use case motivation: Implementing a good KM module for the sake of the help desk is again a considerable project/effort.

• Building a Automation run-book remediation library in OO will be based on the KM module implementation as its enabler.

• Products: BSM (RTSM, APM, OMi), At least one BSM data collector / data source, SM (Incident, configuration, Knowledge, Change), CMS (Discovery – one of the former options), OO.

Operation Orchestration6

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GOALS Summary

– IT Efficiency

– Automation

– Focus on the Business

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Q&A???

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