Ca partner day - service management in saas - milano e roma

Nimsoft Company and Solutions Portfolio Overview

Partner Day Italy
31/05/2012

Gilles Vincent, Senior Consultant
Technical Sales
Page 1
© Nimsoft, all rights reserved

Agenda
01 Introduction- Positioning

02 Unified Monitoring with Nimsoft

03 Nimsoft Service Desk

04 Nimsoft Cloud User Experience Manager

05 Nimsoft DCIM

06 Demonstration

Page 2

01
Positioning

Page 3

Our Nimsoft Heritage
Unified Monitoring – From the
Data Center to the Cloud
› Monitoring without the effort and
pain
› On-Premise or SaaS delivery
› Flexible pricing
» Subscription or perpetual

› 1000+ customers in 36 countries
» ~50/50 split between Enterprise and
Service Providers

› CA acquisition March 17th 2010
» Rationale – new market areas
» 120+ new customers
» 150+ new employees
» New products for the Nimsoft
portfolio

Page 4

Characteristics of Today’s IT

CAUSE EFFECT
> Extreme resolve on gaining Ever Increasing role of
Focus

competitive advantage Service Providers
> Demand for flexibility and variability
> Limited IT skills and resources

> Complexity fatigue Single Product
Velocity

> Agility and speed to keep Powerful Simplicity
pace with the business Consume Best Practices

> Dispersed knowledge
Leverage

> Need right answers, right now User Centricity and
> Tools of life becoming tools of Social Media
trade

Page 5

Nimsoft IT Management-as-a-Service
ITMaaS for Today’s IT
› New Target Market
Nimsoft Unified Manager > Mid-market Enterprise
> Service Providers
› New Offering
Nimsoft Unified Management Portal > Unified IT Management:
Monitoring & Service Mgmt
On-Premise SaaS > Nimsoft Cloud User Experience
Manager

Nimsoft Open APIs
Nimsoft Open APIs

Nimsoft Nimsoft > Right-sized functionality
Monitor Service Desk > Faster time to value
› New Delivery Model
Nimsoft Cloud > SaaS and on premise
User Nimsoft › New Business Model
Experience DCIM > Monthly Recurring Revenue (MRR)
Manager > Customer Success
> Inside sales focus

Page 6

Nimsoft Vision

Nimsoft Unified Management Portal

BSM/ Ops ITAM New Apps
DP DCIM SIEM GRC ……
SLM PPM & CM ( built on core products)

Applications Communities
Nimsoft

Open APIs
Nimsoft
Open APIs

Monitor Service Desk

DP: Data Protection
Automation DCIM: Data Center Infr Mgmt
SIEM: Security Info & Event mgmt
BSM: Business Service mgmt
Configuration Management Service (CMS/CMDB) PPM: Operational PPM
ITAM: Converged asset & config
GRC: Compliance & risk mgmt
Shared Architecture

Page 7

02
Unified Monitoring with Nimsoft

Page 8

Nimsoft Unified Monitoring Architecture

Page 9

agent-optional coverage
› Easily monitor local or remote systems

» Agent-less monitoring
- collects information from “black
box” systems such as hypervisors,
SAN storage systems, network devices,
SaaS, and cloud environments where no
agents are permitted

» Agent-based monitoring
- provides a more detailed system view. In addition, the agent-
based architecture provides spooling of performance data in
disconnected environments so no data is ever lost. The average
Nimsoft Monitor data collector is less than 10MB in size, and
consumes less than 1% of CPU usage

Page 10


Syslogs

Page 11

140+ probes covering…
Server Storage Applications
•fsmounts •clariion •apache
•ntevl •celerra •cisco_ucm
•ntperf •netapp •cisco_unity
•ntservices •vmax •iis
•netware •ica_response
•temperature •ica_server
•cdm Virtualization •jboss
•logmon •hyperv •jvm_monitor
•nexec •ibmvm •easerver
•perfmon •vmware •ocs_monitor
Email
•xenserver •email_response
•printers •power
•zones •exchange_monitor
•processes •sharepoint
•exchange_monitor_backend
•reboot •tomcat
Gateways •exchange_monitor_reports
•rsp •weblogic
•adogtw •exchange_response
•tcp_proxy •websphere
•casdgtw •notes
•xmlparser •ad_response
•cim_traps •notes_response
•vblock •ad_server
•cmdbgtw •adevl
Network •dom_traps End to End Response Databases SDK’s
•emailgtw iSeries/as400 •dns_response •db2 •.net
•dhcp_response
•file_adapter •fetchmsg •e2e_appmon_dev •informix •C
•interface_traffic
•hpovsdgtw •jobqs •e2e_appmon •jdbc_response •java
•ldap_response
•ovnnm •jobs •url_response •mysql •lua
•net_connect
•remedygtw •jobsched •wins_response •oracle •perl
•net_traffic
•smsgtw •journal •oracle_logmon •vb
•ntp_response Cloud/SaaS
•snmpgtw •outqs •sqlserver •web services
•snmpget
•snmptd •sysstat •aws •sql_response
•cisco_monitor
•sysloggtw •history •azure •sybase
•Cisco_ucs
•tnggtw •googleAppEngine •sybase_rs
•cisco_qos HA/Clusters •googleApps
•cisco_nxos •tngobjects •cluster
•tngwvf •rackspace
•saa_monitor •ha •salesforce

Page 12


Syslogs

Page 13

nimsoft monitor: multi-site deployment example

Page 14

The Nimsoft Web Archive
› Access the world’s largest collection of monitoring probes.

» Contains monitoring solutions to cover practically everything
you’ll find inside—and outside—of your data center

» One-click downloads
additional functionality,
anytime

» Easy updates/upgrades

» 120+ probes available

Page 22

Unified Reporter
› Business insights via intelligent analytics
» ~120 pre-packaged reports and fast,
drag-and-drop custom report creation

» Report based on geographies, users,
and groups

» Output reports in HTML, PDF, XLS,
RTF, SWF, ODF, and TXT

» Flexible report scheduling, distribution
and historical versioning

Page 24

03
Nimsoft Service Desk

Page 26

What is Nimsoft Service Desk?
› An ITIL v3 Complete Service Desk SaaS Solution

“Easy-to-customize ITIL v3
best-practice workflows ensure
staff in any location can handle
requests and accelerate
problem resolution.”

Page 27

Business Drivers for Nimsoft Service Desk
› What are Customers Trying to Do?

Initiatives Processes Projects
– Reduce burden – Tools for Incident – Replace legacy
of maintaining a & Problem service desk
service desk management – Upgrade to
– Lower TCO – Manage change modern IT
– Reduce capital features
– Request
expenses in IT management – Implementing
for service a new service
management – Meet service
desk
levels

Page 28

Different Segments . . .
› Different Requirements
Nimsoft Service Desk Traditional “Help Desk”
Prospect Prospect
› Small, Medium and › Large enterprise
Emerging enterprise
› SaaS, Subscription offering › On Premises, Perpetual
license, custom deal
› Simple, quick configuration
› Customization options
› Streamlined best practices
› Special/Complex workflows
› Core ITIL processes
› Advanced ITIL processes
› Low entry cost
› Capital expenditure

Page 29

Current Nimsoft Service Desk Challenges for
Customers

Expensive solutions to buy and implement
(Nimsoft Service Desk can save)

Long implementation time and costs
(Implement in weeks)

Complex Apps based on legacy architectures
(100% modern web architecture)

Facing forced and expensive upgrades
(Automatic upgrades included)

Customized and costly maintenance
(Customize without programming)

Page 30

Ideal Candidates (1 of 2)
› Have decision and budget to implement a
new service desk- short list and a
requirements doc
» Ready to replace rather than upgrade
» Have a clear understanding of the modules
they want
» Have a requirements document
› Starting a formal search to replace their
service desk within the next six months
» Have decided on a SaaS platform
» Are willing to adapt their current service
desk process to best practices
» Want configurable processes, not
customization

Page 31

Ideal Candidates (2 of 2)
› Actively interested in SaaS solutions
» Policy or goal for SaaS business applications
» Does not want on-premise solution
› Dissatisfied with incumbent solution’s
future
» Trapped on obsolete version
» Want modern solution
» Don’t want to manage upgrades
» Possible EOL on current product

Page 32

Nimsoft Service Desk Differentiators
Attribute What it Means
Configurable Configure, Don’t Code
– Workflow is 100% configurable within the app
– No programming skills required
– Configuration not lost in upgrades

SaaS Lifetime Cost Savings
– No infrastructure required
– Automated upgrades managed for them
Simple Pricing Model
– Pay by the month
– Pay per user
– Fixed or floating licenses
– Free end-user access
Workflow-Driven Workflow focuses on actions – Tell Nimsoft Service Desk what to do, don’t guess
based on status changes
Adaptable workﬂow allows you to meet your speciﬁc business needs without
custom code
Extendable Extensive web services APIs to engage other business/IT systems

Page 33

Service Catalog & Request
› Empowers end users to help themselves, and provides
an easy way for them to submit requests for services.

› Benefits:
» Automated intake & routing to reduces costs
» Optimized request handling to increase efficiency
» More timely, accurate end-user communication to increase
overall satisfaction

Page 34

Incident Management
› Pre-packaged workflows make it easy to identify,
register, prioritize, categorize, and track incidents
reported to your service desk.

› Benefits:
» Tight integration with Knowledge Management to increase
efficiency and lower mean time to resolution
» Prebuilt incident templates ensure
accurate information is collected to
increase 1st contact resolution
» Flexible workflow to increase
response efficiency and quality

Page 35

Problem Management
› Identify chronic service issues and prevent recurrences to
eliminate the impact of these issues on the business.

› Benefits:
» Identify chronic issues which impact business services
» Link multiple incidents to a single
problem to efficiently solve, and
close, any related incidents
» Capture workarounds, solutions,
or known-error information in
the Knowledge Management to
streamline future efforts

Page 36

Change Management
› Evaluate, prioritize, plan, test, document, and implement
change requests using ITIL compatible best practices.

› Benefits:
» Leverage standardized change
procedures to meet objectives for
SOX, PCI, and other compliance
requirements
» Automatically identify assets/CI’s
and services which might be affected
to minimize service impact
» Change calendar and automatic
notifications of all change stakeholders
to provide transparency and mitigate risk

Page 37

Configuration Management
› A consolidated and actionable view of devices,
relationships, requests, alarms, incidents, problems,
known errors, changes, and releases.

› Benefits:
» Define and manage relationships
and dependencies to diagnosis
problems and plan changes more
effectively
» Associate affected groups with
changes and outages to improve
quality of service
» Track history to show configuration drift
and aid in capacity and trend analysis

Page 38

Knowledge Management
› Improve the quality of decision making with using
optimal, and vetted, information to resolve service issues.

› Benefits:
» Access proven experience and
information to resolve service
issues more quickly and consistently
» Easily retrieve workarounds,
solutions, or known-error information
to streamline future efforts
» Giving technicians and end users
easy access to the knowledge
base to improve service levels.

Page 39

Service Level Management
› Set, meet, and exceed your critical SLAs to ensure
customer satisfaction.

› Benefits:
» Allows setting of realistic SLAs
» Helps proactively report against,
manage and exceed SLAs
» Manage SLAs from end-to-end,
including OLAs & UCs
» Manage all aspects of meeting
service level objectives, including
compliance tracking, automated
escalation and assignment rules

Page 40

Recap
› An ITIL v3 Complete Service Desk SaaS Solution

Page 41

Competition Nimsoft Service Desk
› All traditional players
» BMC, HP, IBM
» They start to offer « on demand » revamped versions of their
legacy tools
» Being just revamps it keeps the same drawbacks as their on-
premise
› Pure SaaS Player
» ServiceNow, StaffandLine

Page 42

Best Practices and Experience
› Years of experience built in Service Operations
» Designed and built by a Service » Incident Management
» Problem Management
Provider
» Request Management
» Ability to start with standard » Event Management
configurations pre-loaded
Service Transition
» Change Management
» Service Asset
Configuration
Management
» Knowledge
Management

Service Design
» Service Level
Management
» Availability
Management

Page 43

Nimsoft Service Desk Benefits

Page 44

End user self service

Page 45

Unified Analyst Screen

Main
screen
shows
‘tickets’
relevant to
the user
and basic
dashboard.
Other
modules
available in
one click
along the
left

Page 46

Configuration Management
Search, drill
down and
graph CMDB
items and
relationships

Page 47

Reporting

Reports
displayed in
Nimsoft Service
Desk or
exported to
PDF or CSV

Page 48

The Next Generation User Experience

Page 49

04
Nimsoft Cloud User Experience Manager

Page 50

Introducing:
Cloud User Experience Manager

› SaaS solution for monitoring global Cloud
application health
› Self-service and deploys in less than 10
minutes
› Rich alerting, dashboards and root cause
analysis
› Alerting via text, pagers, phone, twitter,
IM and more.
› 60+ locations in 40 countries.
› 600-plus customers including Virgin,
America, Twitter, Zappos, and Wordpress.
› IPv6 and IPv4 enabled
› Completely customizable to your brand

There is a new mouse in the house…
Page 51

What can Cloud User Experience Manager
monitor?

› Global monitoring outside the firewall of:
» Web Transaction Monitoring
- Synthetic user scripts (protocol level)
- Multi-step / multi-locations
- Record/replay using Jmeter or badboy
- Conversion tool for HP LoadRunner/Business Process Monitor/RUM scripts)
» Real User Browser Monitoring
- Synthetic user scripts (ajax, JavaScript etc. running in the browser)
- Captures browser render time to provide a true depiction of the end user experience
» Mobile Application Monitoring (new!)
» API and Web Service Monitoring
- REST, SOAP, oAuth, JSON, XML, RSS feeds, openID and XML-RPC.
» Network Protocols
- HTTP(S), DNS, FTP(S), LDAP(S), IMAP, SMTP, SFTP, TFTP, SCP, SIP & XMPP
» IPV6/V4
» Vulnerability Scanning (using Nesus)

Page 52

Quick Start

Active monitor list – Set up in minutes

Performance Dashboard shows the availability for all
scripts for the defined timeframe.

Page 53

Creating Synthetic Transactions

› Two techniques
» Record/replay using Badboy or Jmeter
» Conversion tool for HP LoadRunner/Business Process
Monitor/RUM scripts)

Page 54

Performance and Availability
Alerting and Notification

› Performance and Availability
Alerts can be sent via:
» Email, SMS, Pager,
XMPP/Jabber, RSS, MSN,
SNMP trap (via plugin) or Web
API

› Supports stopping alerting
during maintenance windows
› Enables escalation of alerts to
other group members
› 8 SMS gateways with 5
providers
› All alerts are logged on Cloud
User Experience Manager

Page 55

Understanding the customer experience

› Monitor, triage and resolve
» Understand the user
experience globally
» Rich reporting and analysis of
service levels
» Find the problem quickly and
understand the impact
» Isolate down to a component
level
» Enables you to monitor both
the protocol and browser
experience
» IPv6 supported

Page 56

Reporting Overview

Sample Report Types
› Uptime table
› Total time
› Availability
› Downtime
› SLA Performance
› More…
Sample Drill Down Report
› Resolve
› Connect
› Processing
› Transfer

Page 57

Root Cause Analysis

› Provides detailed insight in problems and incidents
» During an incident the tool shows the steps of the scripts
that were (not) completed
» A screenshot is made after a monitor is triggered
» Traceroute of one or more stations after a monitor is
triggered
» Raw HTML is available when an error occurs
» A DNS analysis is made after a monitor is triggered
» A domain analysis is made after a monitor is triggered

Page 58

Root Cause Analysis

Failed Test

Redirect

View
Screenshot

Waterfall
Analysis

Page 59

Delivering customer transparency

› Public Status Pages
» Used by some of the biggest
names in the industry today
» Completely customizable to
enable the customer’s own
brand
» Provides customers with
visibility into performance
and availability globally
» Reduces support calls and
cost
» Independent validation

Public Status Dashboards
Page 60

Reporting

› Periodic (day, week,
month) reports can be
automatically sent as
an email or accessed
via the console
› Exports to PDF or Excel,
can download Data
Cubes for further
Your name here!
analysis
› Graphs are PNG or
Interactive Flash
objects
› Raw data 30 days
› Root cause analysis 48
hours
› Statistical data 1 year
Page 61

Vulnerability Scanning with Alerting

› Performs over 45,000 checks for
known vulnerabilities and
security exposures
› Uses a database which is
updated daily by multiple
accredited organizations
including CVE and Bugtraq
› Real-time email, text, and pager
alerts following the detection of
severe vulnerabilities

Page 63

Real Browser Monitoring

› Supports Internet Explorer, Firefox, Chrome & Safari web browser
› Monitors run from 50+ global monitoring stations
› Real browser performance metrics (e.g. when all elements been
loaded and is the page ready to be rendered in your browser).
› JavaScript error reporting
› Timed screenshots of a website loading in the browser (e.g. from a
white screen to the full page)
› Waterfall charts of all embedded elements in a page (images, CSS
files, etc.)

Page 64

Mobile - In-App Monitoring

› Announced June 14th at ** NEW **
Velocity Conference
› Reduce application deletion
rates and increase sales
› Aimed at developers of
mobile Applications
› Low impact –
instrumentation of the
application
› Device owner has control
› Privacy maintained - no
personal data is collected
Page 65

NIMSOFT
DCIM
Page 66

Introducing Nimsoft DCIM – Solution

DCI
M
Servers Storage ecoMeter probe
Chiller

Billing and Metering
CRAC
Fault Management

Vblock/ Flexpod SLA
CRAC Management
Performance and
Availability Mgmt
CRAC
UPS UPS
Virtualization and Cloud
Management
DX Generator
Integ
PDU PDU RPP CRAH CRAC Generator
Nimsoft CMDB Integ

BMS
Page 67

Nimsoft DCIM - Features
› Based on Industry-leading ecoMeter technology
– Top right leader position in DCIM quadrants by
IDC and Verdantrix
› Comprehensive analysis via various DCIM
calculations templates
» OOB Calculations: Total PDU Power, Total Generator
Power, CRAC Power, Total Consumption Power , Total
Power Quality Meter Power , Total Diesel Generator
Power, Electric Board Power, PUE, Total IT Load, Total
Non IT Load, Total DC Load

› Complete Real-time data capture of power,
cooling, environmentals with OOB data collection
templates for various data center systems and
devices
» Modbus device templates: Cyberex breaker , E-Mon
Power Quality Meter, Eaton PDU, FM200 Fire Panel,
ION PDU, Schneider Electric Power Quality Meter,
Siemens PDU,
» SNMP device templates: APC Rack PDU, APC env
Rack PDU, APC UPS, PDI PDU, Liebert PDU, Trane
Opto CRAC

Page 68

Nimsoft DCIM Offering (contd.)
› Numerous Out-of-box UMP Unified
dashboards for Datacenter Summary,
PDUs, CRACs, UPSs etc.
» Various drilldown list views and perform
reports

› Sample Dashboard-designer-based
custom dashboards for all types of
devices and data center/location
summary
› Support for multiple datacenters
analysis
› Multi-tenancy data collection, analysis
and Dashboards
› Predictive SLA Analysis and base-lining
› Hardware converter boxes for non
TCP-IP data collection e.g. Serio
I/O(RS-485): TrendPoint EnerSure
TrendPoint EnviroCube (Optional)

Page 69

THANK
YOU!
Q&A

Page 70

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