industrialization of it and operations
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1June 25 and 26
Hyatt Regency, Santa Clara, Calif.
Industrialization of IT and Operations
2June 25 and 26Hyatt Regency, Santa Clara, Calif.TCS Innovation
Forum
Industrialization of IT & Operations: Inspiration
ITCraft: Manual engineering
Low volumes; Variable qualityLow agility
Precision engineering High volumes; Fixed quality High agility
Mechanized but with human intervention High volumes; Fixed quality
Low agility
InspirationIndustrialization of manufacturing
3June 25 and 26Hyatt Regency, Santa Clara, Calif.TCS Innovation
Forum
Industrialization: From First Principles
Finance Minimize cost-to-income ratio Match business volatility with cost variability
Efficient & Cost variablized IT
Business Support new markets/segment/products/services/regulations Customer satisfaction
Agile
IT Drive business outcomes and differentiation Improve quality of experience
Business-aligned, High-quality, and
Flexible IT
Stakeholder Perspectives and Requirements
4June 25 and 26Hyatt Regency, Santa Clara, Calif.TCS Innovation
Forum
Achieving Industrialization: Challenges
Significant reliance on tacit knowledge Only silo-based understanding
Business vs. IT vs. Infrastructure The wall of confusion: CTB vs. RTB
1
Explicit knowledge is difficult to reuse No clear separation of “general” and “situation-specific” knowledge Reuse requires parameterization and externalization of parameter values
Low maturity on parameterization and value externalization (e.g., CMDB)2
Knowledge evolves continuously Poor parameterization and externalization Maintenance nightmare3
5June 25 and 26Hyatt Regency, Santa Clara, Calif.TCS Innovation
Forum
Key to Industrialization: Knowledge Engineering
Current model: Knowledge Management Maintain
knowledge in unstructured or semi-structured documents/SOP
Future model: Knowledge Engineering Formal knowledge structure Separation of general (reusable) and situation-specific
(parameterized) knowledge Graceful handling of incomplete, imprecise and
evolving knowledge
6June 25 and 26Hyatt Regency, Santa Clara, Calif.TCS Innovation
Forum
Knowledge Structures: Deep Dive
General knowledge about the IT and business Business domain & technology reference architectures Implementation options, cost, compatibility Reusable operational knowledge
Factual Knowledge
Situation-specific knowledge about IT and operations Entities and relationships Operational dynamics
Situational Knowledge
Standardized operation catalogue Logic to detect, analyze and handle events, incidents, defects, …
Actionable Knowledge
7June 25 and 26Hyatt Regency, Santa Clara, Calif.TCS Innovation
Forum
Factual Knowledge: Example
Tablespace
Segment
Extent
Oracle Data Block
Data File
OS Block
Table Index Rollback Temp
Application Instance
Control File
Redo log File
Archive log File
Table View SQLs
Database
Logical Storage
Physical Storage
1
M
1
M
1
M
1 M
1 M
1
M
1
M
Is of type
accesses
Segment types
DB Objectsaccesses
SP…
Oracle Deployment:Reference Architecture
8June 25 and 26Hyatt Regency, Santa Clara, Calif.TCS Innovation
Forum
Factual Knowledge: Example
Tablespace
Segment
Extent
Oracle Data Block
Data File
OS Block
Table Index Rollback Temp
Application Instance
Control File
Redo log File
Archive log File
Table View SQLs
Database
Logical Storage
Physical Storage
1
M
1
M
1
M
1 M
1 M
1
M
1
M
Is of type
accesses
Segment types
DB Objectsaccesses
SP…
Oracle Deployment:Reference Architecture
Physical environment: OS-level discovery tools
Database implementation details: Oracle-specific views (e.g., dba_registry, dba_tablespace, dba_tables, v$* views, …)
Database performance monitoring data: AWR reports, ASH reports, DBA_ADVISOR, …
9June 25 and 26Hyatt Regency, Santa Clara, Calif.TCS Innovation
Forum
Situational Knowledge: Example
System dependency view
Operational activities view
Team and effort view
Performance and capacity view
Workload & utilization view
Defects view
Incidents view
Cost view
Improvement view(e.g., eliminate, automate)
Alerts view
Insights: Trends, seasonality, change, correlation, outliers, persistence, …
10June 25 and 26Hyatt Regency, Santa Clara, Calif.TCS Innovation
Forum
Actionable Knowledge: Example
Standardized operation catalogue + Logic to detect, analyze and handle events, incidents, defects, requests, …
ExampleThree-tier J2EE application is slow Detect event Identify probable-cause or root-cause
Check whether the web, application or database server is slow
Recursively troubleshoot each of the “slow” components
Perform remedial actions to work-around or fix the issue
Validate that the issue is resolved Close the ticket
11June 25 and 26Hyatt Regency, Santa Clara, Calif.TCS Innovation
Forum
Knowledge Use Cases
Consistent configuration of service management tools CMDB, monitoring tools, event management, ITSM,
automation orchestrator, …
Automate production support Auto-provisioning, self-healing and orchestrated operation
Continuous improvement of operations (IT and business) Measure Analyze Improve
Adaptive business service management Predictive management of business outcomes Command Control Experience Center
Improve cost-of-quality Integrate and correlate data from QA and operations
12June 25 and 26Hyatt Regency, Santa Clara, Calif.TCS Innovation
Forum
Knowledge Engineering: The TCS Way
Crowd-sourcing of IT and domain knowledge
Extract knowledge from unstructured sources Analytics on manual activity logs Analytics on knowledge articles Analytics on operational data (e.g., tickets, alerts, metrics, …)
Acquire Knowledge
Auto-generation from patterns Auto-generation of run-books for non-functional issues
Object-oriented modeling of knowledge Organize knowledge as reusable and executable items Extensive use of encapsulation, inheritance & polymorphism
Structure Knowledge
Manage evolving knowledge Knowledge versioning and release management Knowledge validation and testing
Manage Knowledge
13June 25 and 26Hyatt Regency, Santa Clara, Calif.TCS Innovation
Forum
Knowledge Engineering: The TCS Way
Configuration Mgmt
Event Management
Monitoring
IT Service Management
Automation Orchestration
Reporting and Dashboarding
TCSProduction
Management Services
TechnologySolution
Process Re-engineering
Engagement Model
Financial Model
ImplementationServices
Coordinated Knowledge
ConfigurationTCS
Production
Management
Services
TechnologySolution
Process
Re-engineering
Engagement
Model
Financial M
odel
Implem
entation
Services
TCS
Producti
on
Managem
ent
Servi
ces
Tech
nology
Solution
Proce
ss
Re-engin
eerin
g
Enga
gem
ent
Model
Finan
cial
Model
Implem
enta
tion
Serv
ices
Event correlation & enrichment
Performance, availability, capacity
IM, PM, CM, SRM, Service catalogue, …
Discovery, Asset Mgmt, CMDB
Seamless integration of automated & manual operations
Real-time dashboards and analytics reports
14June 25 and 26Hyatt Regency, Santa Clara, Calif.TCS Innovation
Forum
The Big Picture
See: Clear line-of-sight Understand the mapping of business to IT and infrastructure Impact analysis: Right information @ right time
Hear: Situational awareness Hear the right signals (in real-time) that need attention Minimize or eliminate noise
Taste: Accommodate changes rapidly Predict the impact of change; Risk mitigation Guide design and operate decisions based on scenario simulations
Smell: Predict potential crises/problems Detect signals that indicate impending incidents Intelligence to decipher and act on the signals
Touch: Improve effectiveness of manual touch Automation-augmented engineers Right work by right people at right place and right time
Knowledge Engineering Sensory Augmentation Industrialization
15June 25 and 26
Hyatt Regency, Santa Clara, Calif.
Thanks !
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