keynote 1 - consolidated operations management - … · network network network security ......

© 2008 IBM Corporation

Service Management World Tour

Integrate or Consolidate?Reducing Operations Costs via Consolidated Operations Management

© 2008 IBM Corporation2


Business Cycles: A Period of Transition for Operations

Peak Cycles:

� Higher budgets

� Focus: Support growth and assure revenue-generating services.

– New labor

– Invest in new technology & individual tools

Off-peak Cycles:

� Tighter budgets

� Focus: Improve efficiency & control costs, while assuring services

– Do more with the existing resources

– Prioritize investments for maximum business & operational value

Either way, Operations needs assure quality service, but in a more cost effective, and efficient manner. The question is how?



Roadblocks to Efficient, Cost-effective Operations Management

NOC SOCData

CenterLine of

Business

Network Security Application

Network

Network

Network

Security

Security

Security

System

Mainframe

Storage

Application

System

Data

Application

Multiple Silos, Tools, Technology, Data, Staff

Multiple Operations Centers

NOC (n)

SOC (n)

Network

Network

Network

Network

Data Center (n)

Application

System

Mainframe

Storage

Line ofBus. (n)

Application

System

Data

Application

Security

Security

Security

Security

Service A

Multiple Business Services

Service B

Service C

Service D

Service E

Service F

Service G

Service H

Service Gap: Limited Visibility, Control &

AutomationOPEX CAPEXMTTR*

Operational Impact

Revenue CompetitiveCustomer

Business Impact

*Mean time to resolution; Capital Expense; Operational Expense



Gartner IT Infrastructure & Operations Maturity Model

* Gartner, Aligning ECA and BSM to the IT Infrastructure and Operations Maturity Model, David Williams, Debra Curtis; Publication Date: 27 May 2008



How can IBM help you close the Service Gap and move up the How can IBM help you close the Service Gap and move up the Gartner IT Infrastructure & Operational Maturity model?Gartner IT Infrastructure & Operational Maturity model?

Predictive, automated analysis, business aligned.

Reactive, manual analysis by domain.

High efficiency, cost-effective operations.

Low efficiency, high cost operations.



IBM Tivoli Solutions for Service Availability & Performance

Integrated & Integrated & Modular ApproachModular Approach

Meets you where Meets you where you are todayyou are today……

Greater value Greater value tomorrow!tomorrow!




Forrester

Gartner & OSS Observer

IDC & OSS Observer





TodayToday ’’s Focus:s Focus:

Transforming domainTransforming domain --centric operations centric operations

into Consolidated Operations Management.into Consolidated Operations Management.

Improve staff productivity & Improve staff productivity & reduce operational costs.reduce operational costs.

Improve MTTR & Service Improve MTTR & Service Availability & PerformanceAvailability & Performance



ConsolidatedOperations Management

Leveraging Tivoli’s Integrated Foundation

Process Automation

Common Data

Warehouse

Open Reporting Ecosystem

Integrated Visualization & Navigation

Integrated Security

IBM Integrated

Foundation

Only Tivoli has the integrated & extensible foundation to mange Only Tivoli has the integrated & extensible foundation to mange across Tivoli & 3across Tivoli & 3rdrd Party Party



Consolidated Operations Management: Single-Pane-of-Glass

Event Event Summary by Summary by

TypeType

e.g. assigned, e.g. assigned, maintenance, maintenance, ticketed, etcticketed, etc

Custom Custom Graphical Graphical

Web Views Web Views

Consolidated Consolidated Event Views Event Views

Across IBM & Across IBM & NonNon --IBM IBM SourcesSources

RealReal--time & time & Historical Historical

KPIsKPIs

Regional Regional Location Location

MapsMaps



Market Leading Event Consolidation, Correlation & Automation

� Manager of Managers: (Event Engine)− Leverage:

− Hundreds of out-of-the-box integrations− Integration with diagnostic, troubleshooting & OAM tools

− Monitoring: thousands apps, systems, devices & more.

− Scalability: 10’s of millions of events/day

− Support for any environment: − IPv6, FIPS, distributed & mainframe, virtualized environments, SOA

� Advanced Analysis:− Normalization, de-duplication, & aggregation

− Contextual correlation− Service-centric correlation− Domain-centric correlation− Device correlation− Predictive & Pattern Recognition

− Event Reduction greater than 10’s of thousands to 1

− Reporting: across IBM & 3rd party tools & forwarding to other external systems

� Automated Actions − Notification, Escalation, Enrichment

− Bi-direction Integration: trouble ticket , CMDB, OSS, more− Restart devices & processes, generate new events, update

database tables

− Data Visualization & actions: across Tivoli & 3rd Party

“We were blown away by what (IBM Tivoli)

Netcool could do. Our group has 75 tools –

it’s almost ridiculous. The consolidation of

alerting with Netcool allows us to pull all

tools into one place.”

– Top 5 Investment Banking Firm

““ We were blown away by what (IBM Tivoli) We were blown away by what (IBM Tivoli)

Netcool could do. Our group has 75 tools Netcool could do. Our group has 75 tools ––

itit ’’s almost ridiculous. The consolidation of s almost ridiculous. The consolidation of

alerting with Netcool allows us to pull all alerting with Netcool allows us to pull all

tools into one place.tools into one place. ””

–– Top 5 Investment Banking FirmTop 5 Investment Banking Firm

“ (IBM Tivoli) Netcool is our eyes and ears of

our trading environment.”

– Top 10 Investment Banking Firm

““ (IBM Tivoli) Netcool is our eyes and ears of (IBM Tivoli) Netcool is our eyes and ears of

our trading environment.our trading environment. ””

–– Top 10 Investment Banking FirmTop 10 Investment Banking Firm


Deployed in less than six weeks. Achieved

30 minute, pre-outage detection for retail

banking services.

- Leading NA Retail Bank

Deployed in less than six weeks. Achieved Deployed in less than six weeks. Achieved

30 minute, pre30 minute, pre --outage detection for retail outage detection for retail

banking services.banking services.

-- Leading NA Retail BankLeading NA Retail Bank



Best of Breed Monitoring & Intelligence

� Transactions:– Internet, FTP, DHCP, Windows…

� Applications: – SOA, J2EE, ERP, CRM, Email…

� Systems:– Virtualized servers, Windows, Linux, Unix, Oracle,

DB2, Sybase…

� Networks:– MPLS, VPN, OSPF, Transmission…

� Storage: – SAN, Backup & Recovery…

� Mainframe & Midrange: – IBM z-series, p-series, i-series…

� Security: – Intrusion Detection, Firewalls, Physical, Desktop,

Logs, Wireless…

� Voice: – IP, PBX, circuit-switch

� Business Activity:– Application logs, database changes, business

events, event bus messages

�� Broadest scopeBroadest scope

�� Leverage existing toolsLeverage existing tools

�� Extend monitoring for new domainsExtend monitoring for new domains

�� Replace Ineffective toolsReplace Ineffective tools




Broadest Discovery & Mapping Across Domains

� Broadest Discovery

− Layer 1 – 7

� Robust Dependency Views

− Application, system, network, mainframe…

− More than any other vendor

� Deep configuration details

� Change tracking & reporting

“80% of problems are caused by IT changing something”

� Integrated with event management for faster MTTR



Datacenter: Launch In Context

In ContextIn ContextApplication Application

Dependencies, Dependencies, Change Change

Events & Events & HistoryHistory

In Context In Context Performance Performance Intelligence: Intelligence: CPU. Disk CPU. Disk Space, etc.Space, etc.

Spatial Spatial Mapping for Mapping for

Heat and Heat and Energy Energy



Network Operations Center: Launch In Context

In Context In Context Drill down to Drill down to Network Root Network Root

Cause & Cause & Configuration Configuration

DetailsDetails

e.g. MPLSe.g. MPLS

&&

Import Import network network

dependencies dependencies from other from other

toolstools

In Context In Context Performance Performance IntelligenceIntelligence

e.g. latency, e.g. latency, traffic, service traffic, service

baselinebaseline



Multi-vendor Data: In-Context Data Views & Automations

Launch in Launch in context and context and

trigger trigger automations automations in context.in context.

Access Access Knowledge Knowledge Libraries, Libraries, Trouble Trouble Tickets, Tickets, ConfigConfig , ,

Details and Details and more.more.

Collects Data Collects Data From Any IBM From Any IBM

& 3& 3 rdrd Party Party Source: Source:

Databases, Databases, Flat Files, Flat Files, Message Message

Busses, SOA, Busses, SOA, CMDBsCMDBs ……



Automate steps inworkflow/processes

Runbook Automation

Engine

Right click to execute external actions

From UI, right-click to view data from any source in integrated views

Configuration InfoConfiguration Info

Problem Resolution HistoryProblem Resolution History

Contact Contact DetailsDetails

Change HistoryChange History

Enriched EventsEnriched Events

Advanced Automations Across the Event LifecycleAdd contextual information

Service Service NameName

(Excel)(Excel)

Device Device LocationLocation

(Inventory)(Inventory)

Contact Contact DetailsDetails

(Service Desk)(Service Desk)

SLASLADetailsDetails

(CMDB)(CMDB)

Non ImpactingNon Impacting

Service ImpactingService Impacting

Identify Service Impacting Events

MaintenanceMaintenance





From Consolidated Operations to Business Service Management

Forrester

�� Business & Business & Operational Operational DashboardsDashboards

�� RealReal--time time service service modelingmodeling

�� Service Service Impact & Impact & root analysisroot analysis

�� Balanced Balanced scorecardsscorecards

�� SLA TrackingSLA Tracking

ConsolidatedOperations Management

BSMBSM



Consolidated Operations Management: KeyBank

Business Problem:Improve overall quality of business services by eliminating operational silos, and consolidated operations management to identify root cause and deliver against service levels commitments.

IBM Solution: Consolidated Operations ManagementAfter reviewing Tivoli’s solution roadmaps KeyBank found that the planned integrations across acquired best of breed products directly aligned with their own objectives.� Domain Monitoring (Candle) � Transaction Monitoring (Cyanea)� End-to-end Event Management (Micromuse)� Purchased Business Service Management (Tivoli)

Business Benefits:� Achieved KeyBank vision of integrated data correlation and analysis � Early alert to undesirable performance trends for faster problem

identification and resolution. � Improved quality of service and operational efficiency. � Integration across products accelerated their plans.

“IBM is clearly intent on making the Tivoli family the most comprehensive and analytical solution for core operations; and we benefit because our infrastructure is too diverse for anything less.”

Monty Yurchison, VP, Online Systems & Alert Services Engineering, KeyBank



Business challengeTelstraClear Limited, is one of New Zealand’s largest full-service telecommunications companies. They wanted to gain end-to-end visibility of their infrastructure to strengthen service quality and facilitate new product rollouts, including triple-play services for residential customers.

Solution: Consolidated Operations Management

TelstraClear selected IBM Tivoli software for its proven strength as an off-the-shelf event management solution that could deploy rapidly, handle large volumes of event data and integrate quickly with third-party operational support systems.

Benefits� Reduced operational expenses� Enabled rollout of new services months earlier than previously

possible� Cut mean time to repair� Improved overall performance against KPIs and SLAs

© 2007 IBM Corporation

“We were able to deploy Tivoli Netcool software quickly and immediately consolidate information from many devices and elements. This enabled us to realize a return on investment in just weeks.”

Dilshan Perera Principal Systems Architect TelstraClear Limited

Solution Components

� IBM Tivoli solutions for consolidated operations management

Consolidated Operations Management: TelstraClear Limited



� Assuring satellites which provide high speed, orbit-to-

ground laser communications in support of global, net-centric operations and communications for warfighters.

� Assuring global backbone which provides on-demand

information capabilities for warfighters, policymakers, & support personnel.

� Assuring national mega-computer facilities which control day-to-day execution of the military computing services.

� Assuring voice, data, and video systems that provide

mobile users with beyond line-of-sight communications (e.g. planes, ships, ground vehicles, and soldier manpack)

Consolidated Operations Management: Global Defense Operations



Why IBM Solutions for Consolidated Operations Management?

LEVERAGE:LEVERAGE: Provides a single-pane-of-glass across IBM Tivoli &

3rd party tools improving return on investment

INTEGRATION:INTEGRATION: Delivers the only solution with common

visualization, navigation, security, data warehouse & reporting

INTELLIGENCE:INTELLIGENCE: Reduces mean time to resolution across

domains with automated analysis, contextual drill down & actions

EXTENSIBILITY:EXTENSIBILITY: Offers add-on capabilities for Business Service

Management & End-to-end Service Management

LEADERSHIP:LEADERSHIP: Proven technology & market leadership with

thousands of customer implementations worldwide

Cost Reduction

Cost Cost ReductionReduction

Service Assurance

Service Service AssuranceAssurance

Operational Efficiency

Operational Operational EfficiencyEfficiency

IBM Tivoli COM solutions provide the integrated visibility, control & automation Operations needs to help improve efficiency, reduce costs & assure services.



THANK YOU!THANK YOU!

keynote 1 - consolidated operations management - … · network network network security ......

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