Transcript Document

Ohio CMG – April 23rd, 2009
Business Service Management, the End User,
the Business and IT – Visualized
Topics
• IT Issues - Traditional Monitoring is not sufficient
• End User Experience – key component to Business & IT
• Aligning IT and Business – eliminating the disconnect
• E2E Performance Monitoring – Mth Tier (Mainframe Integrated)
• Communicating IT Services – dashboard views to business
Poor IT service is not an option
3
Inhibitors to Service Excellence
No foundation for IT/business dialog
Mismatched expectations
Technology-focused metrics
IT in reactive mode
4
Challenges for IT Operations
1. We don’t know about
performance issues
until end users tell us.
64%
of IT service issues are
discovered by end users
Source: Forrester study commissioned by Compuware
5
Challenges for IT Operations
2. They don’t tell us!
Complain
2%
2,000,000 customers
1. We don’t know about
performance issues
until end users tell us.
Poor
experience
22%
440,000
customers
Positive
experience
78%
Do not
complain
98%
Source: Gartner
6
Challenges for IT Operations
1. We don’t know about
performance issues
until end users tell us.
2. They don’t tell us!
3. We don’t know the
business impact.
72%
say it is challenging to understand
business impact of IT issues
Source: Forrester study commissioned by Compuware
7
Challenges for IT Operations
1. We don’t know about
performance issues
until end users tell us.
Average # of IT people to identify
and resolve performance issues
21%
Ten or more people
3. We don’t know the
business impact.
34%
Six to nine people
4. Our resolution
processes are
inefficient.
42%
Two to five people
2. They don’t tell us!
2%
One person
Source: Forrester study commissioned by Compuware
8
Impact of Service Delivery Challenges
Business
IT Operations
Lost or delayed revenue
Credibility loss
Diminished brand equity
Inefficient, costly resolution
Customer dissatisfaction
Failed deployments
Competitive disadvantage
Missed SLAs
Increased time-to-market
Unneeded capacity investments
9
Are Your Resources
Stuck in the War Room?
UNIX/Linux
Administrator
Database
Administrator
Global Network
Manager
Mainframe
Administrator
Java Architect
Senior Web
Developer
Director of
Operations
Help Desk
Manager
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Eliminating the War Room
Efficient
problem resolution
Infrastructure cost savings
 Avoid unneeded capacity upgrades
 Proactive problem awareness
 Faster isolation
 Fewer people involved
Improved application
performance/availability
 Faster time to resolution
Improved
IT/business alignment
 Improved communication
 Shared expectations
 Increased focus on strategic IT projects
 Improved productivity
 Customer satisfaction/retention
11
Why Traditional Monitoring Fails
The system
is slow!
End-user Perspective
Customer
Loan
application
Database
I’m on it!
Mainframe
NW team
Apps team
Server team
MF team
App server
Middleware
Web
Network
8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00
12
Why Traditional Monitoring Fails
The system
is slow!
End-user Perspective
Customer
Loan
application
Database
Not my
problem!
Not my
problem!
Mainframe
NW team
Apps team
App server
Middleware
Not my
problem!
Not my
problem!
Web
Server team
MF team
Network
8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00
13
Why Traditional Monitoring Fails
The system
is slow!
End-user Perspective
Customer
Loan
application
Database
All my lights
are green!
All my lights
are green!
Mainframe
NW team
Apps team
App server
Middleware
All my lights
are green!
Web
Server team
All my lights
are green!
MF team
Network
8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00
14
Why Traditional Monitoring Fails
End-user Perspective
Loan
application
The only
perspective that
really matters!
Database
Mainframe
App server
Middleware
Web
Network
8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00
15
Holistic Approach
16
Visibility
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VISIBILITY AND PRIORITIZATION
Where to Start
VISIBILITY
PRIORITIZATION
What is the real
quality of service
being delivered to
end users?
How critical is the
application?
How are
customers using
the application?
Are there
problems that
haven’t been
reported?
How many users
are affected?
What locations are
affected?
How long has the
problem been
happening?
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VISIBILITY AND PRIORITIZATION
Visibility into true service quality
Visibility from the
end user through
the mainframe
Real User Monitoring
• Passive network probes placed at key infrastructure points
• Monitor all users, all transactions, all the time
• Shows what happened at every stage of every transaction
Synthetic Monitoring
• Synthetic transactions
executed from “robot”
client
• Monitor critical
applications and
transactions
• Provides proactive
indication of problems
Data center
transaction initiation
transaction response
Synthetic
Robot
Web or
Citrix
Servers
Mainframe
Middleware
Servers
App
and DB
Servers
Passive
Network
Probe
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ISOLATION AND RESOLUTION
Determine the Impact
Visibility into end-to-end
application performance
Fault isolation of
infrastructure data
Deep dive
analysis
20
ISOLATION AND RESOLUTION
Next Steps
ISOLATION
RESOLUTION
Where is the root
cause of the
problem?
Provide the right
level of detail in
context of the
problem
Is the problem in
the network,
server,
J2EE/.NET or
mainframe tier?
Who should I
assign to fix it?
How can I validate
potential
performance fixes?
How can my
operations and
applications teams
collaborate better?
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ISOLATION AND RESOLUTION
Drill down and isolate the fault domain
Correlation of key
performance
metrics with enduser experience
Quick view of
health of all
supporting
infrastructures
High CPU on one of
the primary web
servers supporting
online banking
Other
supporting
infrastructures
are healthy
and not
contributing to
the problem
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ISOLATION AND RESOLUTION
Which Technology Tier
FAULT DOMAIN ISOLATION
Slow
application
round-trip
times
Slow page
load times
Slow
WebSphere
MQ
transactions
Poorly
performing
Java or .NET
methods
Slow web
services
transactions
Slow DB2
queries
Data center
transaction initiation
transaction response
Synthetic
Agent
Web or
Citrix
Servers
Middleware
Servers
App
and DB
Servers
Mainframe
Passive
Network
Probe
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ISOLATION AND RESOLUTION
Application to Infrastructure
Infrastructure Scope
Tx1
Tx2
Tx3
Transaction Scope
User A
User B
User C
Network
Web
Server
1
App
Server
1
Web
Server
2
App
Server
2
URL
URL
URL
What is the mix of transactions?
What are the delays?
What are the think times?
JSP
JSP
JSP
Which JSPs are being called by that URL?
EJB
EJB
EJB
Which EJBS are being called?
Method 1
Method 2
Method 3
Instance 1 Instance 2 Instance 3
Database
What is User B doing?
SQL 1
SQL 2
SQL 3
Methods being invoked?
How long are they taking?
Which ones are slow?
Show me the list of method invocations…
Which one(s) are slowest? Why?
Where is the time being spent?
Which queries are being executed?
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Integrated E2E for the Mth Tier -
Mainframe Monitoring Software

Monitor application performance

Identify excessive resource consumption (CPU & Wait)

Resolve excessive resource consumption (CPU & Wait)

Improve “End User” transactions and reduce costs

Visibility into JAVA on the Mth Tier
Mainframe Portion of the Users Transaction
•Transaction profiling tools allow you to see application
calls from a Windows or UNIX server to the mainframe.
•If the call exceeds the threshold, it triggers a mainframe
measurement associated to that transaction/alert.
Mth tier monitoring: Identify Root Cause
(Excessive CPU)
Results - Mth tier – Fault Domain Isolation
Mth tier monitoring: (Drill Down Analysis)
“…using an INSPECT verb in
conjunction with a reserved word,
such as SPACES or LOWVALUES, causes an exit from the
user application program.
Changing the word SPACES to [an
actual space] eliminates the CPU
time…”
COMMUNICATION AND IMPROVEMENT
Where Can We Improve
COMMUNICATION
IMPROVEMENT
How can I keep the
businesses informed
in their language?
How do I ensure
continual service
improvement?
How can I bring
facts to the table?
How do I apply
improvement
processes like Six
Sigma to IT service
management?
How do I
ensure the right
information to
the right people
at the right time?
How can I
demonstrate service
level compliance?
How do I generate
reports to support
ITIL and Six Sigma
initiatives?
30
COMMUNICATION AND IMPROVEMENT
How You Do It
• Define Service Model
• Role-relevant dashboards
• Continual service quality
improvement
– Establish consistent processes (ITIL)
– Improve service quality (Six Sigma)
– Increase IT maturity
• Focus on customers
• Baseline of service quality
• Quantify improvement
31
COMMUNICATION AND IMPROVEMENT
Build A Service Model
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ISOLATION AND RESOLUTION
Mapping The Users Application Infrastructure
Transaction Scope
Infrastructure Scope
User A
User B
Tx1
Tx2
User C
Tx3
Network
URL
Web
Server
JSP
1
EJB
App
Method 1
Server
1
URL
JSP
EJB
URL
Web
Server
JSP
2
EJB
App
MethodServer
2 Method 3
2
Instance 1 Instance 2 Instance 3
SQL 1
Database
SQL 2
What is User B doing?
SQL 3
What is the mix of transactions?
What are the delays?
What are the think times?
Which JSPs are being called by that URL?
Which EJBS are being called?
Methods being invoked?
How long are they taking?
Which ones are slow?
Show me the list of method invocations…
Which one(s) are slowest? Why?
Where is the time being spent?
Which queries are being executed?
33
VISIBILITY AND PRIORITIZATION
Service Quality & Availability
Online
banking is
down
Trending
downward
recently
Large number
of users
affected
E-mail
problem not
as critical
34
VISIBILITY AND PRIORITIZATION
Prioritization of Resolution Efforts
London has
most affected
users
Problem started
around 4:00,
worsened during the
6:00 hour
35
COMMUNICATION AND IMPROVEMENT
Measure Return On Investment
Complete Service Level
Management
Continual Service
Improvement with Six
Sigma
Capacity Management
36
What Tools Can I Deploy?
End-User
Experience
• Synthetic and
real-user EUE
• Broadcast
application
coverage:
Web apps
Application Performance
Management
• Performance analysis across:
Network
Business Service
Management
• Real-time and historical
service quality
Java/.NET
• SLA monitoring and
reporting
Mainframe (Cobol/DB2)
• Robust service model
Server
• Application dependency
mapping, powered by
Tideway
Non-web apps
• Transaction profiling
Middleware
• Pre-production performance
integration
• 3rd party data integration
• Advanced six sigma
capabilities
Integrate Your EUE, APM and BSM Data
37
Next Steps
Where do you go from here?
Business Service Management
Service Level Management
Application Performance Management
End-user Experience Monitoring
Infrastructure Monitoring
Level 1
Level 2
Level 3
Level 4
Level 5
Awareness
Committed
Proactive
Servicealigned
Business
Partnership
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Ohio CMG – April 23rd, 2009
Thank You!