Summit 2011 infra_esm_operations

;

The Gap!
Pini Cohen
EVP
pini@stki.info
Pini Cohen’s work Copyright 2011 @STKI
Do not remove source or attribution from any graphic or portion of graphic

Agenda
• Major Trends and Issues
• Development and SOA
• ESM BSM CMDB IT
operations
• DBMS and DATA
• Platforms – Servers
• Clients Source: http://astonguild.org.uk/files/NEW_MENU_FRONT_RGB%5B1%5D.jpg

• Storage


Technologies Maturity Model
2011– Enterprises System Management CMDB.
No big changes
Business Value
Investment
to make money

Cut costs, Increase
productivity End User IT Project
BTM
Experience Pure
APM Business
Project

Commodity IT BSM CMDB with
System
closed loop
Services Management
CMDB – change
Basic – management
Automatic
Investment discovery
for regulations Migration
from Big 4

Using Implementing Looking

Mini Agenda Enterprise System
Management
• Categorization of management areas and main issues in this field
• Basic description of each category use cases and maturity:
– Traditional ESM
– End user experience
– APM
– BTM
• The Big4 vs. The rest of the world
• CMDB status
• Insights about change management and patch management
• ESM Ratios
• ESM wins and rating and partnerships

Pini Cohen’s work Copyright 2011 @STKI 4

Business Process vs. Monitoring
• What’s between the “Business Process” and “Monitoring the
business process”?
– “Deposit 500NIS in my account” is business process.
– “Response time for transaction is 2 seconds” is monitoring
– “Business process of updating clients address was not completed” is
what?
– “Client had 1M$ transaction but its odd since he is poor client” is
what? Maybe the business process is “perform transaction and look
for anomalies ”
• Currently, business process monitoring is done at the
application level


Old slide- still relevant - Enterprise
System Management Project Failures
• ESM projects are the most difficult IT projects
to maintain.
• This is why ESM projects fail


The different layers of ESM (Enterprise
System Management)
• Traditional system management – agent that reports to the center
– Physical map
– Logical map
• End User Experience tools
– Real
– Synthetic
• CorrelationTransaction management tools (sophisticated sniffing correlated to
applicationstools)
• Specific tools /APM (Application Performance Management). Examples: for SAP, for
DBMS, for .Net, for JAVA, for networks , etc.
• Central Console – Manager of Managers
• CMDB – auto discovery (with relations) and repository


Near neighbors for ESM (tools and
users-usage)
• Service Desk
• OperationsNOC and RBA
• SLA management
• Compliance and regulations
• Infrastructure teams – Configuration management tools, capacity
planning tools
• Asset Management + meteringusage tools
• SOC – Security Center
• Application managers and application developers (using the specific
tools)


Common issues
• All technologies have issues to operate in DMZ
– behind FW
• Many vendors come from area X but say they
can handle to complete alphabet…


Traditional system management – agent that
reports to the center Physical map Logical map
• Description: agents (or agentless) that describe the situation of particular CI (Configuration
Item)
• Output: map with physical or logical CI’s. Should have history or trends but not always
implemented. Might report to higher level console.
• Sample of monitoring: Disk of system X is almost full, Process Y of system X is stuck, system
SAP has some fault (Yellow color)
• Sample of vendors: BIG 4 (HP BMC CA IBM) and many small : Microsoft, Centerity, TrigerPlus,
Whatsup, many more.
• Advantages: Very mature – the basics. The “eyes” from infrastructure point of view.
• Disadvantages: Does not look at business transaction. Difficult to keep the logical map
updated
• Special infrastructure needed – not an issue with traditional IT equipment, might take some
CPUnetwork resources
• Price - up to 100’s $ per agent might be much less
• # of installation in corporate Israeli IT shops >300 (almost every IT shop)


End User experience – Synthetic, Real
• Description: Track what is happening at the end user level. Synthetic – runs automatic
preconfigured script once in a while. Real – track actual activities
• Output – Graphs of response time per site or per application. Might report to higher level
console.
• Sample of monitoring: pick response time for transaction A in location B is 2 seconds –
higher than expected.
• Sample of vendors: HP (Synthetic and Real), Aternity (Real), CA (Wily – depending on
application protocol), etc.
• Advantages – Gives idea of what the users real experience. Rather mature area.
• Disadvantages – every new version of application the script should be modified. Does not
give idea of the reasonlayer for problem (might be related to other products technologies).
• Special infrastructure needed –should monitormimic specific protocol (Web is the easiest)
in Synthetic – should be able to log in as “not real” user.
• Price 1700$ per transaction measured or 20-30$ per client
• # of installation in corporate Israeli IT shops >75


BTM – Business Transaction Management
• Description: Follow transactions via “sniffing like” technique.
• Output – flow of transactions – statistics, SLA errors, etc.
• Sample of monitoring - Transaction “1111” went into server A but did not go out”
• Sample of vendors – Optier, Corralsense, Vantage (Compuware) Dynatrace, Big 4 (CA IBM BMC
HP)
• Advantages – gives the best indication of where is the process stuck. Enables proactive operations
(call client “1111” and tell him something went wrong).
• Disadvantages- Implementation is specific to application. Will not replace the general ESM. Many
times not installed on the PC. Less mature – only few installations in Israel.
• Special infrastructure needed –should listen to incoming, outcomming traffic.
• Price – rough estimation - $3,000 per CPU, pricing per application starts at $100K might be much
less.
• Might help in business monitoring? Since it handles each transaction and can transfer metadata
(and data) information about each transaction. This metadata can be used for business
monitoring.
• # of installation in corporate Israeli IT shops <10


OpTier Business Events module


APM – Application Performance Monitoring
(“Specific”)
• Description: Drill down of what is happening in specific environment technology.
• Output – specific information relevant to technology
• Sample of monitoring “Buffer limit has been reached” (for .net technology)
• Sample of vendors: Wily (CA), Avicode (Microsoft), Dynatrace, Precise, Quest ,
CiscoWorks.
• Advantages: gives the absolute knowledge. Bringing together operations and
developmenttechnology.
• Disadvantages : does not look at a complete business process. In many cases will be
used at the specific technology team.
• Special infrastructure needed – different solution for each technology.
• Price – varied.
• # of installation in corporate Israeli IT shops >200


ESM current status: the big ESM players
• Clients are happy with their ESM installations but others are not:
– "Our concept about ESM has failed! No ROI. Too much time and effort for
getting just a little more than basic System Management tools"
– "Cost of ESM is huge. We are considering using cheapopen source solution for
some of the functionality. Going back to "Best of Breed".
– "The basic monitoring will be done by cheapopen source while the BSM by the
big vendors"
• I heard more complaints this year especially with IBM and CA whom are
having big technology upgrade of core products
• However, Regulation, ITIL implementation, change management etc.
is very near to ESM and this helps the big ESM vendors.


Users are considering tools not from
the Big 4
• Partial list:
– Microsoft
– Oracle
– Centerity
– Trigger Plus
– Nagios
– Comostas
– Server alive


CMDB tool selection dilemma –
ESM vs. Service Desk
ESM Service Desk
• CMDB should update • In many organizations
the “service maps” in Change Management
the ESM console is already handled by
• ESM team is more Service Desk requests
related to agents, • Service desk should
configuration, etc. have information
about IT assets

CMDB selection might lead at the future for replacing the other part…


What clients currently get from CMDB (auto-
discovery) project?
• Before stopping serverresource checking if it is not used by
"unknown" application
• When error happens checking at the CMDB level "what has changed
from yesterday"
• Updating the logical ESM maps automatically from the CMDB. If I add
new server to the SAP Application Server – it will be shown
automatically in the corresponding ESM logical map of "SAP system"
• Getting the asset and configuration from the list and
comparingupdating it so other lists. Helping compliancerenewing
contracts


What clients currently get from CMDB (auto-
discovery) project ? (cont.)
• Defining “preferred configuration" and checking if this policy do
apply. Example – "Web Server should have Antivirus, MQ, IIS version
8, MSSQL service pack x, port 80 and 81 opened in the FW" then
checking that all web servers are configured this way.
• New! Integration between the CMDB CI's and the Service Desk. This
enables to correlate each incidentproblem to specific CI's.
• Basic workflow – Example when CMDB discovers new server it
executes several automatic tasks (adding it to the "to-do list" of ESM
team, installing agents, etc.)


What clients currently do not get from CMDB
(auto-discovery) project ?

• Sophisticated workflowautomation. BTW, who is the
leader: ESMOperation team or SystemInfra team?
• From incident management to problem management using
CMDB functionality (automatic correlations)
• Capacity planning
• Closed look change management
– Don't forget in closed loop change management
incidentsproblems update the development team and should be
tracked seamlessly ("the bug you have open was is now at testing
stage and is scheduled to go to production in 3 day")


CMDB discovery utilities - Venotion
Business layer
• Lines of business
• “online services” Business context is
• “private banking” added manually
VENotion
• Business Domains
• Business Services • “apply for a loan” adds business
• Business Processes
context to IT
processes

Application layer • SQL Server, WAS, Apache
Tomcat
• Applications (DB, Web Servers)
• RPC Service
• Processes and Services
• “javaw.exe”, “asp_wp.exe”
• Application relations / dependencies
• MQ

Managed CI’s in
Today’s CMDB
Physical layer
• Machines and servers • 192.168.9.32
• Port usage • Websrv_tst023
• Addresses • TCP Ports 80, 23, 21
• Network relations / dependencies


CMDB discovery utilities – Neebula


From RT change management
• Change management issues are the first number for production errors
• Once in a while “odd” things occur. For example Antivirus new definitions
has caused one specific application to halt
• In most organization there are well defined change management
procedures. The procedure are still not followed by all IT members (system,
some developers, etc.)
• Some organizations are using extra measures:
– There are two desktops on the table for production and for non-production
– When something is done on production there will be second person observing
– The person that wrote a script is not allowed to execute it on production.
Another person is called.


From RT change management
• There are different attitudes at the Change Advisory Board
(CAB):
– Just approve the change
– Manage (put the steps needed for) the change
• There is a trend for working in releases rather than
treating each change request separately


RT change management - Metrics
• Number of changes per period
• Time to implement a change
• Quality metrics (related to development metrics):
• Number of errors in production
• Number of not successful changes
• Number of “re-productions” changes that had to be placed
again to production
• Number of “urgent” changes (without the standard
procedure)
• STKI’s take – Users should maintain Change Management
metrics!


RT change

• Scheduling downtime is very difficult
• Organizations should have some kind of “agreed”
or “default” downtime slot (example second
Sunday each month) and not “invent the wheel”
each time


RT change – Tools related to
Change Management
• Workflow tools for request approval (no actual provisioning).
Many users use SPS-MOSS or extensions to Service Desk
incidents. “None-issue”.
• Automation Provisioning tools. Related to private cloud.
Users are only starting to consider tools on organization level.
• CMDB Auto Discovery tools. Currently these tools are not
heavily used for Change management procedures. Maybe
because CMDB is implemented by the “monitoring” team.
• ALM – SCM – software configuration management tools.
Mature market. Should manage scripts (DBMS) as well. Users
add “other” document for none-code instructions


Patch Management
• Microsoft Critical Vulnerability patches that
require boot are installed about 6 months after
released!
• STKI does not recommend this!
• In DMZ the update is faster
• Only patches with active threats (VIP patches)
are installed faster!
• HW firmware upgrades or other critical SW
patches are not installed unless requested by the
vendor support when incident has accrued
• Desktop patches distribution is less an issue. In
many cases the IT will not tell the users about the
change.
Source: http://careertips4geeks.blogspot.com/2010/10/blog-post.html


ESM (Enterprise System Management)
support ratio
• Numbers of servers in Open (Win, Linux, Unix) covered by
ESM team (including BSM, CMDB, etc. – if implemented)
• Data about “not capable ESM teams” not included
• FTE member:
Per FTE # of Servers (all) # of Servers Prod

25 percentile 216 131
Median 347 220
75 percentile 459 316

• About the same as last years data Source: STKI


Market Status and Recommendations

• Users are using these integrators (support,
maintenance) in ESM – Enterprise System
Management BSM CMDB:

•Aman
• CA
• Malam Matrix
• Ness HP
• IBM

Do not remove source or attribution from any graphic or portion of graphic 32

Israel Market Positioning – Management
Frameworks

HP
Vendors to Watch:
CA
Oracle as
central
console BMC
Local Support

IBM

Microsoft

This analysis should be used
with its supporting documents

Israeli Market Presence

Selected Installations 2010-1Q11
Partial List of selected wins –ESM
• IBM Tivoli– Bank Leumi (system automation), Poalim
(upgrade)
• HP (mainly with Aman) – Shupersal, Cellcom (major upgrade),
Visa Cal, IDF (upgrade), Amdocs (Server Automation) , Mirs,
Phoenix, Retalix
• BMC – Comverse (CMDB), Better Place (upgrade), Bank Leumi
(updrage), Yes( upgrade) , Poalim (upgrade - network) , Paz
(upgrade) , Coca –Cola (upgrade), Discount (End User)
• CA - Ministry of Trasporation (Wily), Partner (upgrade), Mod,
Elbit (upgrade), TASE (wily) , Tehila (upgrade) , Pais, (upgrade),
Mekorot (upgrade), Ministry of Taasuka (upgrade)

Selected Ins

Selected Installations 2010-1Q11 Partial List of
selected wins –Alternatives to the Big 4 ESM
• Centerity- Klita office, Bituach Yashir, Knesset, Israel
Navy, IDF (several), Milgam, Ariel Collage, Ort,
Maariv, Haifa port, Eilat Port (outsourcing), Beitar Ilit
municipality, Shikun veBinuy, Africa Israel
• Microsoft (service map)– Egged, Leumi Card,
Pheonix, Mekorot, Tel-Aviv municipality, Hot
• TriggerPlus: Elta, Chimpal , Nice

Selected Ins


Selected ESM products (big 4) and integrators
Selected products and Integrators

M atrix
/ Team
Tangra M alam
IGS m Ness Netcom AM AN CCC HeadON DoITWize

CA x x

Tivoli x x x x (netcool)

HP x x

BM C x


STKI’s take on ESM
• The ESM team should not lean
• History of all production faults should be kept for
analysis. This will be the base for ESM improvement
and implementation of new ESM tools
• ESM team approval is a must before change in
production systems
• BTM is not mature in Israel. Will it be the BTM year?
• CMDB has lots of potential but is not viable for some
organizations because the heavy investment needed


Thank you

Pini Cohen


Summit 2011 infra_esm_operations

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