Marco Bianchi outlines how to reduce operating costs by integrating automated processes, including a number of case studies.

1. Ridurre i costi operativi IT in 5 mosse grazie all'integrazione dei processi Marco Bianchi

2. Agenda Il Business Case per l’IT Process Automation Esempi di IT Process Automation per ridurre i costi I 5 passi da intraprendere per prepararsiall’IT Automation Customer Case Studies

3. IL BUSINESS CASE PERL’IT Process Automation

4. Walking up the Down EscalatorBecome an Efficient Business Enabler A B Expensive Business Enabler Efficient Business Enabler Goal: Cost Effective with Optimized Service Delivery Sub-Optimal: Aligned To Business Goals But Expensive Current State: Expensive and Tactical with Limited Perceived Value Business Enablement Sub-Optimal: Cost-Centric and Tactical with Marginal Services C D Low Cost Provider Low Value Provider Operational Efficiency

5. Management’s Dilemma:Operational Efficiency vs. Business Enablement “The Cost Cutter” “The BSM Paradox” Business Enablement Business Enablement Operational Efficiency Operational Efficiency Significant up-front investments and the need for profound changes jeopardizes or delays expected cost reductions. Outsourcing or an internal focus on cost-cutting consolidation, often forsake agility and business enablement.

6. New Approach:IT Process Automation Provides a Direct Route IT Process Automation enables you to: 3 Reduce Inefficiencies from Current Management Tools 1 2 Business Enablement Integrate Tools within IT Operations and/or Security 2 1 Integrate the Business into IT Management Processes 3 Operational Efficiency 6

7. Why Automate?An Example of Process Gone Bad IT Management Service Desk 0: Poor service quality detected 1: Admin notified Database Management Network Management Application Management Security Management IT Functions 2: Ticket created 3: Service desk receives ticket 4: Establish bridge line 5: Notify other groups Best of BreedManagementTools 6: Commence finger-pointing 7: Isolate potential cause Managed Technologies 8: Notify change management 9: No requested change? 10: Guilty admin rolls back 11: Validate remediation 12: Close ticket 13: Review with management 7

8. Esempi di IT Process Automation per ridurre i costi 8

9. Archive Trash Recover from Common EventsSuch as Low Disk Space Conditions Management 8 1. Available disk space falls below threshold ITPA 6 4 Administrator 2. Systems Management generates an event, triggering a process in the ITPA tool   Total Time Saved: 48 Minutes 3. ITPA tool requests disk usage analysis from Systems Management 5 Saved: 15 minutes 3 4. ITPA tool sends email to admin requesting approval to clean up Saved: 5 minutes 5. If no response is received within a defined time, ITPA tool escalates to a higher level of management Systems Management Saved: 5 minutes 6. Administrator approves partial cleanup through ITPA tool 7 Saved: 4 minutes 2 7. ITPA tool commands Systems Management to perform cleanup Saved: 15 minutes 1 8. ITPA tool sends confirmation email to the administrator Server with Local Storage Saved: 4 minutes

10. Perform Routine MaintenanceSuch as Rebooting Servers 1. ITPA tool initiates the server reboot process based on a schedule and suppresses reboot related events ITPA 8 2. ITPA tool commands the load balancer to block new sessions to the first server Saved: 1 minutes Administrator 9 3. ITPA tool commands Systems Management to monitor for the server to reach zero active sessions Total Time Saved: 410 Minutes 3 1 2 Saved: 15 minutes 6 4. ITPA tool commands Systems Management to reboot the server and wait for completion Systems Management Load Balancer Saved: 15 minutes 5. ITPA tool commands Systems Management to validate server health Systems Management ResponseTime Saved: 3 minutes 4 7 5 6. ITPA tool commands the load balancer to enable new sessions Saved: 5 minutes 7. ITPA tool commands Systems Management to verify service performance Active Sessions           Saved: 1 minute 8. ITPA tool sends a progress notification email to the administrator Saved: 1 minute Web Servers 9. ITPA tool repeats steps 2-8 for each additional server in the group Saved: 10x minutes

11. Request, Approve and ProvisionA New Virtual Machine 1. Requestor visits ITPA tool web console and initiates a request for new virtual machines 9 Billing System ITPA 2. ITPA tool identifies clusters with sufficient spare capacity to house the requested virtual machines VM Requestors 4 Saved: 15 minutes 5 3. ITPA tool triggers VMware vCenter to create a temporary placeholder virtual machine Ticketing System LOB Owner Saved: 10 minutes Total Time Saved: 145 Minutes CDB 1 4. Create & submit a change request in a ticketing system and assign business owner 2 7 Saved: 20 minutes 6 6 3 VMware vCenter 5. When approved, ITPA tool notifies requestor and commands VMware vCenter to delete temporary virtual machine and provision the production virtual machine from a template Saved: 30 minutes 6. ITPA tool commands Systems Management to deploy agents and scans with Policy Management to confirm correct configuration Saved: 30 minutes Policy Management Systems Management 7. Notify virtual machine requestor of provisioning completion and ticketing system to close ticket Saved: 20 minutes 8 8. Virtual machine configuration report generated via Policy Management Saved: 10 minutes 9. ITPA tool updates the billing system for the newly created virtual machine Saved: 10 minutes

12. Respond to Configuration Changes And Ensure Protection of Critical Hosts ITPA tool 1. File integrity or security monitoring detects change, triggering a process in the ITPA tool 2. ITPA tool queries ticketing system to see if change was planned and authorized Saved: 15 minutes 7 2 3. ITPA tool queries Policy Management for a list of user entitlements Ticketing System Saved: 15 minutes 4 4. Business stakeholders and admin team notified 6 Security Monitoring Saved: 15 minutes Total Time Saved: 85 Minutes 5 3 5. Stakeholders choose remediation and ITPA tool creates a change ticket Saved: 20 minutes 6. ITPA tool has Policy Management perform a vulnerability scan Stakeholder Saved: 15 minutes Administration 7. Remedy ticket is closed and ITPA tool commands Policy Management to conduct a final scan to confirm remediation Policy Management Saved: 5 minutes 1 12 12

13. I 5 passi da intraprendere per prepararsiall’IT Automation 13

14. Step 1Identify Automation Candidates Prepare Your Staff Identify Needed Tools Rank Candidates by Value Evaluate Your Process Maturity Identify Automation Candidates Questions to Ask Examples Too much time to complete a request logged in a ticket What processes do users or customers complain about? Rebooting servers to deal with application memory leaks What activities occupy too much staff time? What activities cause the biggest budget surprises? Increased demand for storage as disk space fills up What activities cause the most re-work? Recurring events without permanent resolution What processes are competitors automating? Case studies or articles written for your industry

15. Prepare Your Staff Step 2Evaluate Your Process Maturity Identify Needed Tools Rank Candidates by Value Evaluate Your Process Maturity Identify Automation Candidates 0. No formal process 1. Ad hoc – individually tool dependent Consider a bottom-up micro-process first approach Consider a top-down macro-process first approach 2. ITIL Service Support processes in place 3. ITIL Service Delivery processes in place 4. Process extends beyond IT operations to business management Maturity Level Source: Gartner I&O Maturity Model, Oct. 2007

16. Prepare Your Staff Step 3Rank Candidates By Value Identify Needed Tools Rank Candidates by Value Evaluate Your Process Maturity Identify Automation Candidates Criteria 2: Reduce cost through efficiency Criteria 1: Improve quality by reducing defects Reduces re-work Reduces time to provision new services Reduces repetitive work requiring little analytical skill Reduces manual review requirements Reduces unplanned downtime Improves communication (timeliness, accuracy, etc.) Better use of resources and inventory

17. ITPA Management Incident Stakeholders Ticketing Systems Management Other Sources (RFCs, CMDB, Change monitoring, etc.) Helpdesk Prepare Your Staff Step 4Identify Needed Tools Identify Needed Tools Rank Candidates by Value Evaluate Your Process Maturity Identify Automation Candidates Existing Management Tools Systems management Service Desk (ticketing) tools Provisioning tools IT Process Automation Tools General (any micro or macro process) Specific (single use case, single-vendor)

18. Prepare Your Staff Step 5 Prepare Your Staff Identify Needed Tools Rank Candidates by Value Evaluate Your Process Maturity Identify Automation Candidates Solicit help in identifying new automation candidates Expected role in new processes Expected outcomes of automation Free to accomplish higher-value projects Gain career enhancing skills

19. Customer Case Studies 19

21. Began by listing critical processes to automate

22. NetIQ services documented processes and built workflows for them

23. Integrated ITPA with their CMDB and ticketing systems

24. Staff growing linearly with customer servers

25. Customers upset when service is inconsistent

26. No way to report on process compliance

27. Virtual Machines can be provisioned by customers, but remain unmanaged

28. Cost savings of $1M + (10,000 hours annually)

29. Offering improved SLAs to customers for event resolution timeframes

30. Able to demonstrate process compliance to customers in support of “Operational Certainty”

32. ITPA is now integrated with a ticketing and IVR system

33. Processes are focused on user self-service to reduce help desk calls

34. Disorganized IT operations

35. No processes

36. No tool integration

37. Audits not pretty

38. Message to the marketplace is “Technology and self-service automation is a differentiator”

39. 6% reduction in help desk calls achieved

40. Improved end-user satisfaction with more immediate resolution for automated process

42. Extend the automation to included automated forensic gathering when necessary

43. Collecting logs

44. Database entries

45. Checking entitlements

46. First response to security events are outsourced

47. Concern about the risks and costs of outsourcing

48. Requirements are growing to expand security monitoring from 700 servers to 5000

49. Eliminate the outsourced SOC

50. Expected cost savings exceed $1M per year

51. Faster response to security alerts with fewer false positives

52. Reduced cost for forensic gathering

55. Improve service quality by reducing human error

56. Prevent knowledge flight through documentation

57. Accelerate ITIL adoption by reducing resistance

58. Embed policy in process to ensure compliance

59. Improved ROI of existing tool investments as they are utilized moreIT Process Automation Benefits Service Desk Database Management Network Management Application Management Security Management