automation - unisys the most of automation how the most suite delivers real value in the real world...

Making the MOST of Automation

How the MOST Suite Delivers Real Value in the Real World

Neville Kroeger, SMA Jim Malnati, Unisys

May, 2007

May 2007 Making the MOST of Automation

Presentation Overview • That Was Then and This is Now

– SMA OpCon/xps

• Unisys Operations Sentinel (SPO)

• Unisys Enterprise Output Manager (EOM)

• Worldclass MOST Implementations

• Concluding Remarks


What is MOST?

• A suite of three highly successful products – Unisys Operations Sentinel (SPO)

• Central monitoring and control of diverse systems • Console automation, alerting, remote access

– SMA OpCon/xps • Workflow management and IT operations automation

• Eventdriven, crossplatform automation – Unisys Enterprise Output Manager (EOM)

• Output automation for heterogeneous systems

• MOST has a large and growing client base

• Customers voted and Unisys listened


That was then and this is now…

• “How the MOST Suite Delivers Real Value in the Real World”

• The “Real World” has changed significantly!

• Nowhere more so than in IT and technology



• Then… – Last century we automated tasks outside the ‘computer center’ because our users were becoming overwhelmed by the complexity of their jobs • Accounting, Inventory, Manufacturing • Used tools to help – from machine code thru to Linc and Mapper

• Now… – Our IT enterprises have become so complex that we have had to start automating tasks inside our IT environment • Using tools to help – from platformspecific through to easy to use, multiplatform tools



• Then… – We had a ‘batch window’

• Time to maintain our environment and applications without impacting our users or customers

• Time to recover from and learn from our mistakes

• Now… – The ‘batch window’ has all but disappeared – ‘Downtime’ has to be kept to an absolute minimum – Technologies have evolved to help

• Virtualization, clustering, data replication, hot failover – We have to minimize ‘Time to respond’ and ‘Latency between tasks’



• Then… – We wrote our own applications – We had experts on staff that ‘knew it all’

• System Software, Applications, Database, Networking – Monitoring and management could be done manually – We had time and opportunity to fix things – ‘Reports’ could be distributed physically



• Now… – Packaged software is prevalent – Multitier, multiplatform applications are everywhere – We have to rely on 3 rd parties to provide support and fixes – Our IT infrastructure is MUCH more vulnerable than it has ever been before

– Our IT infrastructure is changing much more rapidly than it ever has before (RTI)

– Manual report distribution is too slow – There are a large number of management tools – and the number is growing


OpCon/xps then and now…

• Then… – Predominantly used as a ‘batch scheduler’ – Used by a central operations group – Large, complex workflows – Mainly confined to one platform per workflow – Moving the scheduling function off the mainframe – Using one common tool across multiple platform



• Now… – Still used as a ‘batch scheduler’ – Increasingly being used as an Eventdriven automation tool – What are typical events?

• User requests • File Arrival • Application requests • System/Infrastructure events

– Utilization – Disaster recovery

• RTIrelated events • Business Process events



• Now (continued)… – What are the main characteristics of ‘noncalendarrelated’ events? • They are adhoc • You don’t necessarily know when or if they are going to occur • They usually need to be responded to immediately • Since they can occur infrequently and irregularly, they are more errorprone than ‘regularly scheduled events’

– Date, time and other traditional batch scheduling ‘triggers’ have become just one of many different types of events that can trigger a workflow



• Now (continued)… – Used by ‘end users’ as well as the IT group – Many more, smaller workflows – Workflows spanning multiple systems

• File transfer – Applying ‘mainframe disciplines’ across all platforms – Used as an integration ‘action point’ for multiple monitoring tools

– Gradually replacing underutilized monitoring tools


In summary…

• The IT Operations environment has changed a lot

• The areas where automation can be of significant benefit have expanded, and will continue to expand

• Use automation tools that are robust and flexible enough to allow you to take advantage of the increasing opportunities for effective automation – Platform agnostic – Easy to use – From companies that are responsive to your changing needs

• Automation is not a ‘purchase’ – it’s an investment



– SMA OpCon/xps






Unisys Operations Sentinel Primary Turnkey Features: • Monitor scores of heterogeneous systems

• Full control of many different system types, both local and remote

• Graphical, highlevel system status displays

• Historical logging of important events, accessed by an easytouse browser

• Centralized operation of heterogeneous systems

Reducing the cost and improving the quality of Operations


Unisys Operations Sentinel Easily Customized Features: • Automation of repetitive, errorprone actions

• Exception notification: Text messages, email, flashing lights, audible alarms, etc

• Policybased alert escalation • Secure, remote access from anywhere in the world

• Sitespecific menus for scripted execution of popular command sequences

• Windows and Linux/UNIX system resource monitoring

The key piece of the operations management puzzle


The Operations Management Puzzle Operations Sentinel integrates well with:

– Workflow Management Automation • SMA OpCon/xps

– Print Management • Unisys Enterprise Output Manager (EOM)

– Network Management • HP OpenView Network Node Manager • IBM Tivoli

– Trouble Ticketing • Remedy Action Request System (ARS)

– Performance Management • SightLine • TeamQuest


Unisys Operations Sentinel FEATURES:

ü Remote Access

ü CustomBuilt Displays

ü Links to Other Management Applications

ü Console Message Automation

ü Logging

ü Unattended Operations

ü Pagers, Email, Audible, Visual & other alarms

ü Centralized and/or Distributed

SYSTEMS:

ü ClearPath ü NX / MCP ü IX / OS 2200 ü MS Windows ü Linux / UNIX ü HP UX ü IBM AIX ü Sequent ü Sun Solaris ü NCR ü Tandem ü DEC VAX ü Environmental ü Many more

Total Control



– SMA OpCon/xps






What is Enterprise Output Manager? • Flexible

– Quickly respond to changing requirements – Quickly solve new problems

• Automatic – Define rules, then process subsequent input – Increase productivity, reduce human intervention

• Open – Accept input from any operating system

• Secure – Control who has access to output – Control where data goes and in what format


Outputs Inputs • Print on any Windows printer • Print to TCP devices • Send data to ClearPath systems • Send data to ANY operating system using open protocols

• Send data to other Output Manager servers

• Store data electronically • Email, Fax, create CD/DVDs • Send data to external applications • View files electronically • Write files to directories • Post files on the web

• Receive files from ClearPath

• Receive files from ANY operating system using open protocols

• Receive files from other Output Manager servers

• Scan network directories for files

• Receive files via COM interface

• Receive files via .Net interface

• Receive email

Output Manager Input and Output

O U T P U T

M A N A G E R


Improve document presentation without changing legacy applications

O U T P U T

M A N A G E R

EOM Does More Than Route Print …


… and Present Information ...

Name=Scott Kenney Name=Scott Kenney Address=2134 Pith Way Street Address=2134 Pith Way Street Address=Roseville, MN 55041 Address=Roseville, MN 55041 Address=0 Address=0 LicNum=F LicNum=F 382 382 928 928 33 33 9583 9583 Eyes=BRN Eyes=BRN Height=6 Height=6 2 2 Weight=210 Weight=210 Sex=M Sex=M Class=D Class=D Expires=11 Expires=11 14 14 2006 2006 Birthdate=11 Birthdate=11 14 14 1964 1964 Photo=demoX1.jpeg Photo=demoX1.jpeg Signature=demoXA.bmp Signature=demoXA.bmp Name=Dora Pheht Name=Dora Pheht Address=23 Polynomial Blvd Address=23 Polynomial Blvd Address=Suite 3300 Address=Suite 3300 Address=Saint Paul, MN 55101 Address=Saint Paul, MN 55101 LicNum=M LicNum=M 489 489 284 284 15 15 4423 4423 Eyes=BRN Eyes=BRN Height=5 Height=5 7 7 Weight=145 Weight=145 Sex=F Sex=F Class=D Class=D Expires=12 Expires=12 01 01 2004 2004 Birthdate=12 Birthdate=12 01 01 1956 1956 Photo=demoX2.jpg Photo=demoX2.jpg Signature=demoXB.bmp Signature=demoXB.bmp

O U T P U T

M A N A G E R


… EOM Solves Business Problems. • Automates the output environment

– Distribution of data – Reduces operator involvement and error

• Reduces costs – Paper distribution costs – Paper costs – control over what to print or view electronically – Replacing preprinted forms with electronic forms

• Provides output options beyond print



– SMA OpCon/xps






Profile of Successful MOST Users

• Have implemented OpCon/xps, SPO, and EOM – Poorest plan: Use only Basic Editions or taskbased pricing – OK: Acquire one product per year if resources are scarce – Best: Implement all three as a package (full benefits quickly)

• Start automating with turnkey features

• Extend usage with advanced capabilities – Consulting provides industry Best Practices

• Most important: communicate with other groups and organisations!


Profile of Successful MOST Users

• Automation is a process improvement framework – Don’t automate poor processes – Improve process and then automate it

• Active program to move all products forward – “80% utilise only 20% of MOST features” – Successful sites aim for elite implementation status – ROI drives feature usage

• Automation projects require an aggressive owner

• Avoid excessive security and “automation isolation”


Security: Getting the Balance Right Most Secure

Least Secure

Highly Usable

Unusable

Usability

Secu

rity


Detailed Site Profile

• European tax collection agency

• Have implemented SPO, EOM, and OpCon/xps

• All three are integrated and interoperate seamlessly

• SPO controls remote Disaster Recovery site – Critical events sent as text messages to mobiles – Secure, remote access from home – Very slim Operations staff and unattended on weekends – Exception information flows to the right expert

Highly Integrated Proven Point Products


Detailed Site Profile

• Parttime automation team of four people – Helps facilitate communication

• Some members are more vocal and others more technical • Much interaction with other groups and departments

– Ensures support resiliency and continuity

• Struck the right balance between security and usability

• Also implemented SOMA and Remedy/ARS – SOMA moves shared tape drives between hosts – BMC Remedy/ARS and SPO integration

Integration With Other Thirdparty Products


Shared Object Manager Application (SOMA)

• Tape drives shared between Unisys, IBM, and Sun hosts

• SOMA means fewer tape drives

• Errorfree movement of drives on an asneeded basis

• Multiple “tape pools” configured

• Individual drives and/or hosts excluded

• SPO 11 SOMA soon

SOMA

SPO and OpCon/xps

Windows 2000 or 2003

Secure Wide Area Network


Less Than Optimal Drive Sharing


A More Costeffective Approach

Operations Is Affected • Greater equipment efficiency requires manual

intervention by Operations staff

• Operators are diverted from system monitoring

• Many systems must be examined for surplus tape drives

• Repetitive, manual keyins required on multiple systems

• Entire process is time consuming and error prone, especially with heterogeneous hosts

• Batch processing is delayed while operators look for available drives

Overview of SOMA • Automatic, errorfree movement of shared tape drives

between heterogeneous systems (Unisys, IBM, Tandem)

• Configured package of SOMA and SPO automation

• All actions logged, for audit trail and metrics

• SPO Status provides a “headup display” so Operations can easily track tape drive movement

• Built from standard Unisys SPO product and the SPO C# API


5

HOSTA: “I need 4 tape drives. Now!” 1

2

3

4

6

Operator searches other hosts for free tape drives while HOSTA waits.

HOSTA

Host with a free drive is found and the operator “downs” the drive through system console keyins.

If the tape drive is downed correctly the operator can bring it up on HOSTA.

HOSTA

HOSTA: “Well, that’s 1 of 4….”

The cycle repeats, as other important console events are ignored and the system waits.

HOSTB HOSTC HOSTD

Tape Drive Sharing Without Automation


5 “OK, (drive) is down”

Automated Process Flow 1

2

“I need (4) drives of type (highdensitytapepool)”

Automated Shared Object Manager: “Get (drive) from HOSTB”

3 “Down (drive) for me”

4

6

“UP (drive)”

HOSTA

HOSTA

HOSTB HOSTA

The cycle repeats three more times, without operator intervention.

SOMA


Nationwide: Making the Complex Simple

• Have used MOST to simplify for many years

• Business Continuance is now automated and handsoff – EMC automation library was the result

• Shared HW is automatically moved between Unisys, IBM, and Tandem – SOMA automation library was used

• Automation Blueprinting benefited Nationwide and many other sites


BMC Remedy/ARS Interface (SPAR)

• Remedy: central repository for trouble tickets

• Automation alerts create tickets without interaction

• Mapping of alert attributes to Remedy forms/fields

• SPAR gets form fields with Remedy API

• SPO API to create tickets from alerts


BMC Remedy/ARS Interface


OpCon/xps and SPO Integration

• Bidirectional information passing is possible

• Most sites pass info to SPO from OpCon/xps

• Event Notification Service (ENS) method described next

• SPO server centralises alerting, paging, email, etc

• Alert Policy minimises maintenance

• Provides “single pane monitoring”


Notification Process

Create Groups/ Event Triggers in Event Notification Manager (ENM)

OpCon/xps performs an action that activates one of the Event Triggers

Event Trigger activation writes Event

to NOTIFY table

SMA Notification Handler reads NOTIFY table Notify Handler can:

• Write to the Event Log (SPO Agent forwards alert)

OR • ENS informs SPO directly through “spo_event”

External actions carried out by SPO (email, page, text msg, cmd to SPO connected system, etc.)


Critical Path Schedule

• Specific workflow is vital to a site’s business

• Manager notified if critical path jobs complete

• Msg number 60,000 – 60,499 sends SPO command

• Msg number 60,500 – 60,999 sends SPO alert

• SPO Windows Agent installed on OpCon/xps server

Event Log Entry Technique


Event Notification Service

• Email message if jobs fail • Uses SPO Alert Policy • Event Id 60,500 – 60,999 for SPO alert

• 1 st line: Alert severity • 2 nd line: Message to send • 3 rd line: SPO Alert ID • 4 th line: Email recipient

Execution of “spo_event” Technique


EOM and SPO Integration

• EOM 7 uses SPO APIs (SAS) to provide Alert Services

• Alert Explorer adds value alone, however:

• SAS sends EOM alerts to SPO

• Filtering available at EOM

• EOM service and SPO GUI work well together


Large Bank in Malaysia

• Formalising automation team currently

• Invests carefully in wellproven point products

• Implementing MOST suite over time

• Major gains from SPO “deadlock automation”

• Centralized monitoring replaced banks of consoles

• Next step: audible alerts for critical events


Large Bank in Malaysia

• RDF automation ensures DR data integrity

• Graphical interface for high level monitoring

Production Disaster Recovery


Asian Travel Reservation Company

• Using all MOST products effectively to manage growth

• Are aggressively pursuing further improvements

• Resilient SPO to monitor entire reservations complex

• Enthusiastic automation team to receive advanced training

• Implementing SOMA for shared tape drive automation

• RDF automation and followon enhancements

• Advanced audible alerting


Other MCPbased Clients in AsiaPac

• Use SPO to monitor MCP transaction queue depth

• Raise alert when queue is deemed too deep

• Automated keyins perform initial analysis of problem

• Results are text messaged or emailed to experts



– SMA OpCon/xps






Treasure Hunting in Your Data Centre


MOST Transformational Services

• Getting Started Service – Initial installation, configuration, and familiarization.

• Formal Training – User Workshop – Administration and Automation Workshops – Advanced Training Topics

• Advanced Consulting – Your imagination is the only limit!


In Summary • Quality must be continually improved

• Cost reduction is vital

• System automation is a winwin proposition

• Everything must be simplified endto end

Unisys Operations Sentinel, OpCon/xps, and EOM: products equal to the tasks

automation - unisys the most of automation how the most suite delivers real value in the real world...

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