automation @ tivoli pulse 2009

Key Factor in Producing

and Maintaining Integrated

IT Services

PULSE 2009

Agenda

1. What Drives Automation ?

2. Why Do We Have to Go Beyond Management 101 ?

3. The Evolution of Automation „Tools― – Are We there Yet ?

4. So there Is Automation and AUTOMATION ?

5. What Effects Can Be Expected from AUTOMATION ?

A few Examples….

6. How Does It Work ?

7. How Does It Integrate ?

2 |

What Drives

Automation?1.

3 |

Improving IT Service !

PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services4 |

Business will

always prioritize

availability l.e.

less and shorter

outages /

incidents and an

overall improved

performance

On the personal

agenda of any

manager security

in the sense of

„Compliance“ is

among the top three.

I.e. documentation

and arguability are

of the essence.

As maintaining

status quo still

consumes

roughly 80% of

the available IT

budget cutting

operating cost is

still one of the

main priorities.

Why Do We Have

To Go Beyond

Management 101?

2.

5 |

The Conventional Approach to Escape Cost Pressure

Making use of economies of scale

Standardization• of infrastructure

• of processes

• of applications

Consolidation

But economies of scale…

do not fully apply to manual labor.

cannot be applied to individual applications.

cannot be applied when focusing on business

processes.

cannot be used when aiming to gain

competitive advantage.

6 | PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services

marginal cost

item

The Conventional Approach to Escape Quality Pressure

Introducing ITIL

As a common process model ITIL will provide for…

a clear definition of responsibilities;

an increase in transparency and documentation quality;

an improvement in communication and reconciliation;

cost transparency..

But ITIL simply does not change the way...

„things are done― by the actual administrators and

therefore does not change the process used for

„operating IT―.


IT – Way Back?

8 |PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services

CRAFTSMAN MANUFACTURE INDUSTRYKNOWLEDGE

WORK

IT To

day

Eco

no

my T

od

ay

The Evolution of Automation „Tools―

– Are We There Yet?

3.

9 |

BSM

Buzzword Bingo


ITSMFacility

HW/

HyperV

OS/VM

Apps

Services

Processes

BTM

Admin User Manager

WL-Auto

RBA

NSM

BPMITPM

DCA

The State of Evolution ?

Previously saved

Tasks are executed

at a predefined time

Previously saved

Tasks are executed

as a previously

defined event occurs

Previously saved

Tasks are Automatically

Executed as necessary


Standard procedures

are applied – no

matter what!

Standard procedures

are applied as they

make sense

Procedure snippets

are dynamically

combined to find

effecitve solutions

Scheduled

Event-Triggered

Automated

Standardized

Rationalized

Dynamic

Evolution of Automation Solutions

12 |

Automated

Standardized

Dynamic

Scheduled

DCA

RBA

WL

Automation

IT Process

Automation

Event- Triggered

Rationaliz

edNSM

aAE

Automation Autopilot – Are We There Yet ?

The arago Automation Engine (aAE) integrates and automates other existing

automation solutions

This solution relies on a model of the infrastructure and service landscape to

dynamically decide upon desirable actions

Personal comfort zone of automation can be adjusted

Dynamic Automation /

Universal Automation Engine /

Automation Autopilot


Run Book

Automation

Admin-

Scripts

Workload

Automation

Job

Scheduling

Data-Center

Automation

Provisioning

Config Mgmt.

IT-Process-

Automation

Integrate

ITIL-Tools

So there Is Automation

and AUTOMATION?4.

14 |

One Step Ahead – Industrialization of IT SM

Automation is

included in many

tools and processes.

Still a person triggers

even the most boring

action lists in most

cases

In AUTOMATION the

system handles itself

as far as desired.

Experts are pushed

further up the value

chain as they feed

the AUTOMATION

with their knowledge.

Run Book

Automation

IT Process

Automation

Data Center

Automation

Workload

Automation

Policy Based

Automation


Taylorization

Standardization(Assembly Line)

Commoditization(Economies of Scale)

Individualization(Just in Time)

AUTOMATION

What EffectsCan Be Expected from

AUTOMATION?- A few Examples…

5.

16 |

Consequences of Introducing Automation in IT Operations

17 |

Kostensenkung

Improving Quality Reducing complexity and

interface of tool landscape

Effective use of employees´

skill profiles

Minimizing manual labor means

minimizing HR cost

Cutting Cost

Reducing the amount of time

needed to process an incident

Better transparency and

full documentation

Reduced number of incidents,

increased availability

Can be introduced

„on top of“ standardization

and consolidation

Can be applied to individual

applications and

environments

Allows for soft

consolidation of system

management tools

Additional advantages of automation

PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services

Example of Mostly Automated IT Operations


Sep

05

Okt

05

Nov

05

Dez

05

Jan

06

Feb

06

Mar

06

Apr

06

Mai

06

Jun

06

Jul

06

Aug

06

Sep

06

Okt

06

Nov

06

Dez

06

Jan

07

Feb

07

Mar

07

Apr

07

Mai

07

30.000

25.000

20.000

15.000

10.000

5.000

0

Num

ber

of T

ickets

Number of Incidents: manually versus automatically handled

handled

manually

handled

automatically

arago Automation Overview – Sample Implementation

Status before automation

project

SAP portal environment with 80% individually developed applications in JAVA and .NET.

Business critical application with a throughput of 60% of all transactions.

Ca. 70 servers

Availability < 70% while being operated by a large IT provider

Migration Individual Automation

Status with automated IT

operation

> 99,9% availability

As the application is developed within a live environment, instability seems unavoidable. Automation however makes this instability invisible to the users.

Double the amount of users

and Hits on the same platform

Transaction volume increased

from 60% to 80% of total

sales.

Documenting the IT model

Building new monitoring concept

Reinstallation of platform on new infrastructure

This phase took up 5 instead of 3 months (planned)

The documentation of application interdependencies was rewritten completely due to quality reasons.

Analyzing all incidents

Intense system analysis

Improving the model

This phase took up 1 instead of 2 months (planned)

Just using the standard rule set increased the availability to more than 95%


Unleashing the Power of Automation

Host

Desktop Environment

Standard Software (SAP)

Heterogeneous Infrastructure

Individual Applications

The power of automation increases with the complexity and individuality of the environment to be operated. Automation potential also increases with growing levels of interdependency.

Due to the long experience gathered on host systems and the automation therefore already in place as well minor dependencies to underlying systems, the power of automation is lowest on mainframes.

As desktop environments do not have many interdependencies and as modern desktop environments rely on highly standardized and automated operation environments automation will only have slight effects here.

The positives effects of integrating automation into IT operations will come to its peak when used upon a heterogeneous and distributed environment. These kinds of IT landscape can be found in today´s Web Computing and large Client Server solutions.

The full power of automation will be unleashed when it is applied to individual applications as they are until now almost resistant to any optimization in IT operations.


Automation will increase its results as it is deployed onto well documented and well used standard software. FAQs will be included into the rule set and their knowledge becomes widely available.

How Does

It Work?6.

21 |

Three Technical Stages of Automation

Predefined plan to be executed

manually or via script

Automated action is triggered

upon deducing one path of

possible causes

Analysis and dynamic

correlation of events to

execute many automated

action blocks and dynamically

find an appropriate solution

while documenting the steps.

Work is executed manually (while using

tools)

Steps taken are well documented for

previously known situations

A situation is analyzed by building an

event chain

To create an automation the complete

situation and the complete solution

have to be known

The situation is devided into and

analyzed from many perspectives.

The solution is created dynamically by

combining knowledge from all

perspectives. Devide and conquer as

an automated process.

ResultTechnical Focus

RUNBOOK

AUTOMATION

ROOT-CAUSE-ANALYSIS

BASED AUTOMATION

KNOWLEDGE GRAPH/

MODEL-BASED

AUTOMATION


arago´s Automation Model

Convergent Knowledge Graph

Algorithm.

Knowledge Base with mode than

30.000 rule expressions.

Isolated knowledge and insolated

actions are saved and combined by

aAE to find a solution thereby bridging

silos and information gaps.


Automation Engine Overview – I/O Model

The arago Automation Engine

(aAE) uses available monitoring

and model data of a given IT

landscape.

The model describes

dependencies between

components as described by the

M—A-R-S method and read from

CMDB

The knowledge needed to resolve

incident is saved in the rule base

The aAE will analyze all incoming

data and will execute a

combination of actions to resolve

any upcoming inconvenience.

Compliance is guaranteed as aAE

documents all actions taken and

the cause for taking an action.


IT Model

Monitoring

and

Event Data

Rule Base /

Action

Repository


Sample: Scenario of an Automated Problem Resolution

One of two SAP hosts in a customer´s SAP clusters crashed physically.

The web servers in a totally different context of the client´s IT environment

overload a short time after this event.

The web servers are restarted automatically but crash again after just a few

minutes of operation.

In the mean time monitoring data indicates slow processing speed in one of

the SAP Business Connector clusters.

The individually developed SAP Business Connector interfaces are restarted

on the remaining SAP server.

After this step the data processing is back to normal speed and restarting

the web servers again results in normal operation.

All problems are resolves.

Non of the applied rules were specifically written for this customer. This

automation is a result of silo automations written by SAP, web, data

pump and infrastructure experts.

RP1

Apache-

Webserver

Produktion

Reverse-Proxy-

Produktion

Customer Portal

Produktion

OS-Application-

Produktion

DCOM

WS1

RP1 LD1 LD2 DC2 DC3 WS1 WS2 BC3 BC4 DF1 DF2 PO3 PO4 DF3 DF4 DF3 DF4 DF1 DF2 DF1 DF2 DF1 DF2

LDAP Service AD Service ApacheCustomer-

SAP-BC-5555

DBCL2

Produktion

SAP J2EE

Engine

Produktion

FS Service

Apps

Webserver

Produktion

DBCL1

Produktion

DBCL1

Produktion

DBCL1

Produktion

LDAP-Produkion AD-ProduktionCustomer-Portal-

Produktion

Customer-BC-

Produktion

Customer-SAP-Portal-

DB-Produktion

Customer-SAP-Portal-

Produktion

PDB-Ressource-

ProduktionPDB-DB-Produktion

VIVA2000-DB-

Produktion

VIVA2000Data-DB-

Produktion

CPS-IIS-Produktion CPS-J2EE-Produktion SDB-DB-ProduktionCMS-Publizierungs-

RessourcenTREX-Ressourcen ERP-Datainterface

DMS-

Filesystemshare-

Produktion

ADB-DB-Produktion Mailsystem

Internet

Information

Services

Jakarta

Tomcat

DBCL1

Produktion

Publizierungs

monitor

Webserver

Publizierungs

monitor CPSTREX Dienst R/3 Ping FS Service SQL Server SMTP

WS2 CP1 CP2 CP1 CP2 DF1 DF2 WS1 WS2 CP1 CP2 DF3 DF4 dop176.zumtobel.co.at Smtpfilter.zag.co.atTR1 TR2 bccl.zlag.com

Public-IIS-Produktion

Internet

Information

Services

WS1 WS2

DF1 DF2

DBCL1

Produktion

ZSPortal-DB-

Produktion



– Abstract Model Representation


– Abstract Model Representation



– Viewing the aAE


Sample: Scenario of an Automated Problem rRsolution

– Viewing the aAE


Sample: Shadow Table and SAP Server Events Relate


Sample: Reinitiate Shadow Service on Remaining

SAP Machine


How Does

It Integrate?7.

32 |

Incident Management the Old Fashioned Way


Monitoring

Service1 2

1a 7

56 3

4

Helpdesk

IT experts (Incident

Management)

3

Incident Management with Automation Engine


Monitoring

Service

1

1a 6

IT experts (Incident

Management)

Helpdesk

1b5 2

B

C

D

A

4

2a

arago Automation Overview - Integration

The arago automation engine

(aAE) seamlessly integrates

into a standard ITIL tool

(CMDB, monitoring, …) and

process environment

This is done by introducing the

arago automation engine at any

point of the processes requiring

manual interaction.

Only when the arago

automation engine cannot

complete the processing of a

task it will assign the pre

processed task to a qualified

administrator.

PULE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services35 |

arago Automation Overview – Implementation Phase

IT-Model

Monitoring Model

Implementing aAE

Installation

DryRun Standard Run

Individual Config

DryRun

Preparation phase

Technicalimplementation Process implementation

Process Implementation

Installing the engine software including the standard rule set.

Test drive standard rule set by logging and not executing actions to be taken.

Putting the standard rule set into action while analyzing the individual environment and occurring incidents for automation potential.

Test drive individual rules the same way the standard rule set was tested.


Sample: Integrating the arago Automation Engine

into an IBM Tivoli Environment

An IT environment that is managed by using the IBM Tivoli suite of system

management and business service management tools is to benefit from the

effects of arago´s automation technology.

Only the automation engine (aAE) as well as the process and methodology

parts of the arago concepts are used in this approach. All other components

(workspace, …) are already in place with the installed IBM Tivoli

environment.

The arago automation engine aAE can thus easily be integrated into a

standard operating environment. Similar integration approaches are

also available for other OASIS members. (HP, IBM, ca) and Nagios as

an open source tool.


Sample: Integrating the arago Automation Engine

into an IBM Tivoli Environment

Tivoli Impact /NetCool

GW

Business Service

Management (TBSM)

ConfigurationDatabase (CCMDB) O

MN

Ibu

s

Ressource Monitoring

(ITM)

Tivoli Data Warehouse

Transaction Monitoring (ITCAM)

Network Monitoring

(TNM)

3rd Party Data

Source

OtherRepositories

events

events / KPIs

Config Items

and Relationships

metrics (historical)

aAE

Read More @ www.hcboos.net

PULSE 2009arago AG

Eschersheimer Landstr. 526-532

60433 Frankfurt am Main

GERMANY

Tel: +49-69-40 56 8-0

Fax: +49-69-40 56 8-111

eMail: [email protected]

URL: www.arago.de

automation @ tivoli pulse 2009

Business

evolution of automation

existing automation

arago automation engine

key factor

integratedit services

item6 pulse

common process model

state of evolution