Практика оказания услуги Managed UC, реальный бизнес-кейс, требования Cisco ...
Business Service Management
1. Мониторинг бизнес сервисов (BSM) Воронцов Олег Менеджер по развитию направления систем управления www.inlinegroup.ru 10 сентября 2011
2. ИТ как услуга Ценность ИТ для бизнес-пользователя выражается ТОЛЬКО в услуге, которую он получает Предельная доступность услуг для принятия критически важных решений
22. Run-time service model Сервисная модель реального времени Run-Time Service Model Integrated Federated 3rd party CMDB CMDB Создать карту сервисов: более недели вручную 1 час на BSM Обновление карты: более недели вручную В реальном времени (BSM)
23. Run-time service model Расставить приоритеты и принять решения гораздо раньше ВОСПРИЯТИЕ ПОЛЬЗОВАТЕЛЯМИ Пользователи, подверженные влиянию инцидента Exchange app Web server ПРИЛОЖЕНИЯ Active directory VM VM VM ВИРТУАЛЬНАЯ ИНФРАСТРУКТУРА Hypervisor СИСТЕМА (сервер) Host Дис РЕСУРСЫ (Сеть, диски) Проблема с системой
24. Особенности HP BSM Единственный вендор, выполняющий все функции Видение реальной картины в реальном времени независимо от скорости изменений Правильное применение технологии RTSM превращает «сырые» данные в знания и решения Использование имеющихся средств мониторинга в качестве источника событий для системы корреляции Широкий спектр поддерживаемых платформ 8
25. BSM: Лидер рынка Решение, признанное ИТ-сообществом App Discovery & Dependency App Performance Management Event Correlation & Analysis HP HP HP EMA Dec 2010 Gartner Feb 2010 Gartner Dec 2010 Network Management Network Automation Gartner MarketScope Leader 2010 9
26. Готовое управление для «облака»Мониторинг всех облачных ресурсов: внутренних и внешних Унифицированное управление (On-prem, Cloud, Hybrid) Discover, map, monitor, remediate, SLM Cloud – user Network Perf Mgmt End User management End-User Services (SaaS) Безопасное и бесшовное управление App & transaction mgmt Platform Services (PaaS) Agent/Agentless Infrastructure Mgmt Infrastructure Services (IaaS)
Notes de l'éditeur
BSM 9.1 is the second product release on the BSM 9 platform. In many cases, customers are wary of a dot zero version, so this is our signal to the market that our BSM 9 platform is production worthy. Our core value proposition is that BSM ties together top-down and bottom-up monitoring. This has been the message since HP acquired Mercury back in 2006. BSM 9 brought these two approaches together in a common platform. BSM 9.1, with its easy upgrade paths, means that customers can benefit from the tight integration and easily add application monitoring to their operations stack OR add a full-featured event console (OMi) to their application monitoring solution.
So how do we integrate the bottom-up infrastructure and top-down application views. We do it using the Run-Time Service Model. The RTSM provides a run-time operational view of the service, which is key to managing the operations within a cloud environment, whether public, private, or a hybrid IT environment. Since cloud environments are inherently dynamic many time there is no way to manually keep track of service maps that show the complex interdependencies of delivering a business service. This is where the Run-time Service Model comes into play. Using the existing monitoring instrumentation for networks, servers, and applications, HP BSM automatically builds the Run-time Service Model. Then, as the environment changes, the RTSM automatically tracks the changes and updates the model. This is useful for performing impact analysis. If part of the on-premise or cloud infrastructure fails, you can see which business services will be affected.The Run-time service model provides: * Is comprehensive – it maps all the service elements – business processes, transactions, applications, infrastructure elements – physical or virtual and across the internal data center or the cloud environment. This is as comprehensive a view of the service as you can ever get. We use the BSM instrumentation technologies – infrastructure monitoring solutions, application monitoring solution, transaction monitoring solutions to create this run-time view of the service. It is automatically created and maintained in near-realtime. . Why is this important – because, in a dynamic environment, the service map is changing all the time. Your VM’s may be moved to improve the application scale – this change will be captured in near-real time and atomically updated in the RTSM. You may make some network changes, again – we will capture these changes automatically and reflect it in the RTSM.As you can see, the service model is the integration hub between the infrastructure and the application teams. Now that we have the RTSM, we can consolidate all the service events – infrastructure events, application events, end use experience issues in one place – called the consolidated Operations bridge. The operations bridge is the portal for the L1 operator. All events are aggregated here, using the service model, the events are prioritized, they are correlated, probable root cause is identified and then the events are forwarded to the appropriate teams without duplicating work across all teams. The Run-Time Service Model is a key differentiator for our BSM solution – no other vendor today has the a run-time operational database to drive their operations.
Why is the RTSM important:Because the service model is what enables IT operations to manage the service health efficiently. Now when there is a problem with an application, the IT operations team can quickly identify the supporting infrastructure and focus on those to resolve the application issuesAlong the same lines, when IT ops identifies infrastructure issues, they can quickly assess the business impact of the associated application and appropriately prioritize the issues (if it affects the mission critical app – fix it now; else prioritize it lower) The service model also enables intelligent troubleshooting of the application. For example in this picture, the Exchange application is impacted. So is the VM and the hypervisor, host and the disk. Looking at the event view and the topology view, we can surmise that the “probable-cause” of the problem could be the disk issue in the host. We call this correlation as “topology based event correlation”. And without the RTSM and the ability to overlay the events on the RTSM, we couldn’t have made this inference (btw, this troubleshooting would have required hours of work from multiple teams in today’s operations environment; with BSM and RTMS, we can do this in a matter of a few mouseclicks)As you can see, the service model is the integration hub between the infrastructure and the application teams.
Only vendor to do all 5, this is what makes HP BSM a unique solution. Real time visibility into rapid change with real time predictive analyticsManage the business services across build, run and secureInvestment protection with universal event correlationBroad heterogeneous coverageService Intelligence, built on RTSM, convert data into actionable knowledge
Market-leading solutionsNot only do we offer a comprehensive BSM solution, but our solution is also ranked #1 in the market. As you can see, our operations management solution is the market leading solution in the event correlation market (per Gartner)We are also the #1 solution from a “completeness of vision” perspective in the application performance management space (per Gartner)Network Automation has also been recognized as one of two leading network change, configuration, and compliance management vendors (per Gartner NCCM MarketScope 2010). (the other is EMC)So all in all, we are the clear innovation, execution and market share leader in these markets. From EMA on DDMADiscovery breadth and dependencies we buildSupport for virtualized environmentsConstantly reducing new discovery patterns, 40 patterns released last year via HP live Network
The model allows our customers to move as fast or slowly as they want to the cloud. The value BSM9 provides is the ability to monitor cloud services using the same instrumentation your customers use for monitoring their virtual and physical infrastructure. This is especially important since in a cloud service, the infrastructure now resides outside of the control of corporate IT.
