closing the visibility gap | how to combine application & infrastructure monitoring to...

05/03/2023 Copyright eG Innovations | www.eginnovations.com 105/03/2023

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Closing the Visibility GapHow to Combine

Application and Infrastructure Monitoring to Accelerate IT Transformation

05/03/2023 Copyright eG Innovations | www.eginnovations.com 2

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• This webinar is being recorded. All attendees will receive a link to the recording in a few days.

• A copy of this presentation is posted on SlideShare: http://www.slideshare.net/eginnovations

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Today’s presenter…

John is an IT veteran with more than 30 years of executive experience, half dedicated to IT service management.

As CEO and Principal of MyServiceMonitor he assisted clients in adapting service lifecycle processes by leveraging eG Enterprise.

He went on to assignments with ThirdSky and VMware, and has numerous industry certifications including ITIL Expert and DevOps.

John has more than a decade of experience helping customers leverage monitoring intelligence as a key enabler of IT transformation.Mobile: 201.826.1374

[email protected]

mailto:[email protected]


https://www.linkedin.com/in/johnmworthington


Today’s Agenda

• About eG Innovations• ITSM, DevOps and IT transformation• Monitoring in a transformation context• eG Innovations, ITSM and DevOps• Demo• Q & A


eG Innovations is a provider of enterprise-class performance management products that provide complete visibility across every layer and every tier of dynamic & complex, cloud, virtual and physical IT environments to reliably deliver mission-critical business services.

Worldwide Locations

About eG Innovations

http://www.t-mobile.com/


Why People Come to Us…• 75% of IT organizations are

suffering from degraded business applications – IDC Research

• 70% of the time, IT organizations learn about performance problems from end-users – Gartner

• 31% of performance issues take more than a month to resolve or are never resolved - Forrester

05/03/2023 eG Innovations 7

The eG Innovations Difference

“To effectively manage applications, today’s products have to combine a top-down, transaction level approach with a bottom-up, device level approach. Few products were specifically designed from scratch to do this, and eG Enterprise is one that was. eG Enterprise captures and correlates a complete, multi-dimensional business service view.”– Enterprise Management Associates

Evolution of Our Product Suite

• Universal Agent• Automatic thresholding• Automated diagnostics (root-cause)• Web transaction monitoring• Integration console

• Service topology map• Auto correlation based

on dependency maps

• 360° visibility into VM performance

• Industry first virtualization-aware auto-diagnosis

• Broadest virtualization coverage

• User experience monitoring

• Transaction tracing• Code level visibility

2001 Unified

Monitoring

2005Business Service

Management

2008Virtualization

• SaaS Option• Public/Private/Hybrid

cloud support

2014Cloud

2016APM


Today’s Agenda



Monitoring, ITSM and ITIL©

• Monitoring is closely related to ITIL©’s Event Management– Detect events, make

sense of them and determine control action

• Event Management provides the trigger for many other ITIL© processes

From an ITIL© perspective, this is what eG automates

In most enterprises today, the underlying IT processes are based on the ITIL

framework


DevOps• DevOps is a professional movement that encourages a

collaborative working relationship between development and IT operations– Results in accelerated flow

of planned work– Simultaneously improves

resiliency, reliability and security of production infrastructure

• Directly addresses typical conflicts in many IT organizations– Time-to-market vs. Production availability


Comparing ITSM/ITIL© and DevOps

ITIL©

DevOps

Service Design

Service Transition

Service Operation

Plan & Build Release Operate

LEAN: DevOps seeks to optimize flow across the lifecycle

SIX SIGMA: ITIL seeks to optimize underlying processes

While we often speak about IT transformation in terms of a journey, it is less about going from one place to another than it is about making the whole greater than the sum of its parts.

Monitoring is shifting left


ITSM, DevOps and IT Transformation• ITSM is about changing mindsets – achieving a services

orientation• DevOps is about culture shift – collaboration, feedback and

continuous learning

Transformational Change1

• Wake-up call• Changes in mindsets, culture• Greatest degree of uncertainty

Transitional Change

• Programs / Implementation (business & human objectives met)

• Boundaries may be uncertain• Significant stakeholder management

Developmental Change

• Projects / Installation (on-time, on-budget, technical objectives met)

• Process adaptation & improvement1Change Leader’s Handbook

Transformation requires an integrated

approach to people, process

and tools


Process & Service OwnersManagers

Practitioners

ITSM, DevOps and People

Service Design

Service Transition

Service Operation


ITIL©

DevOps

DevOps organizations will seek to structure around capabilities and is more dynamic; i.e., ‘Team of Teams’

ITIL structures emphasizes cross-functional processes and services

Business Capability TeamsProduct Owner Designer

Developers

Testers

Shared Services TeamsService Owner

Deployment Staff

TestersEngineers

IT Operations Management

ApplicationManagement

InfrastructureManagement

OpsControl /Facilities

Mgt

ServiceDesk


ITSM, DevOps and Process

Service Design

Service Transition

Service Operation


ITIL©

DevOps

Non-Production Services

Collaboration

Continuous Delivery Pipeline(Build, Test & Release Automation)

Production Services

Case Mgt

ProceduresVariable, Uniquei.e., ChatOps

Incident Mgt

ProblemMgt

ChangeMgt

Knowledge Management

ProcessesPredictable, Repeatablei.e., Event Management


ITSM, DevOps and Tools

Service Design

Service Transition

Service Operation


ITIL©

DevOps

Tool Chains

Source Code Management

Continuous Integration

Package Repository

Install / Configure

Cloud Orchestration

ITSM SuitesITIL© Conformance

Incident | Request Fulfillment | Problem | Knowledge | ChangeRelease & Deployment | Service Asset & Configuration | Service Catalog


Today’s Agenda



Monitoring, visibility & transparency• Effective monitoring accelerates the DIKW cycle• DevOps’ amplifying and accelerating feedback

is dependent on effective monitoring

Making End-to-End IT Services Visible: Integrating Monitoring and Event management with the Service Lifecycle©Third Sky, Inc.


Monitoring in a transformation context• All stakeholders use monitoring information, but we tend to drown in data!• Lack of information results in poor visibility, which leads to poor

transparency, which leads to a lack of trust• Effective decision making is highly dependent on timely information and

knowledge

1Why Decisions Fail, P.Nutt

Decision Techniques1


Visibility & transparency needed NOW• It is not enough to simply have all data

available in a single view (although it helps).• It is also not enough to transform the data to

information in the form of reports (although that helps too).

• IT must be able to take vast amounts of real time data and go beyond information to provide IT staff with the knowledge of what actions to take without the need for experts or expensive bridge calls.


Today’s Agenda



eG Innovations, ITSM and DevOps• We will analyze this from two perspectives

1. A lifecycle perspective– ITSM lifecycle– DevOps lifecycle2. An IT transformation perspective– People– Process– Tools


ITSM Lifecycle & IT Infrastructure Monitoring• Separate from APM

• Monitoring of servers, virtualization, cloud, databases, Citrix/VDI, storage, …

• Understand how infrastructure bottlenecks impact the user experience

• Automatic correlation across infrastructure tiers provides immediate insight into bottlenecks enabling the fastest possible remediation

ITIL© does not directly address application development

DevOps Lifecycle & APM Solution for Web Applications

• Traditionally separate from infrastructure monitoring

• Mainly focused on web apps

• APM provides continuous visibility into how application code issues are affecting the user experience

• Real-time tracing of each business transaction, recording of performance metrics at every stage

APM does not directly address infrastructure1

1 Gartner


eG Innovations, ITSM and DevOps• We will analyze this from two perspectives

1. A lifecycle perspective– ITSM lifecycle– DevOps lifecycle2. An IT transformation perspective– People– Process– Tools


IT Transformation perspective: eG & People

• Alarm Viewers – Service Desk Staff, Monitor Users; perform alarm management• Monitor Users – All stakeholders; role-specific dashboards and reports

• Service Level Managers, Business Relationship Managers, Product Managers, Application Developers, Infrastructure Engineers

• Service Level Managers, Business Relationship Managers, Product Managers, Application Developers, Infrastructure Engineers

• Monitor Users – All stakeholders; role-specific dashboards and reports• Alarm Viewers – Service Desk Staff, Monitor Users; perform alarm management

• eG Engineer (Administrator) – Systems Administrator, Level 2/3 Support, Infrastructure Engineer, Platform Engineer, DevOps Engineer

OPS

User Management, Agent Management, Console Admin,

DB Admin, Dashboards, Reporting & Analytics

• eG Consultant (Designer/Developer) – Release Manager, QA Analyst, Application Developer, Tester, DevOps Engineer

DEVComponent/Test Design & Development, Dashboards, Reporting & Analytics


IT transformation perspective: eG & Process

Service Design

Service Transition

Service Operation


ITIL©

DevOps

Non-Production Services

Collaboration

Continuous Delivery Pipeline(Build, Test & Release Automation)

Production Services

Case Mgt

ProceduresVariable, Uniquei.e., ChatOps

Incident Mgt

ProblemMgt

ChangeMgt

Knowledge Management

ProcessesPredictable, Repeatablei.e., Event Management

Real-TimeEnd-To-End

Visibility

Real-TimeEnd-To-End

Visibility

Systems of Innovation

Systems of Differentiation

Systems of Record

Metrics(Test Results)

Metrics(Alarms)

eG Enterprise converged application and infrastructure monitoring easily

accommodates bi-modal IT operations


IT transformation perspective: eG & Tools

Service Design

Service Transition

Service Operation


ITIL©

DevOps eG Enterprise integrates with ITSM Suites and DevOps tool chains

OrchestrationEngine

(process)

Service Desk(trouble

ticketing)

Comprehensive Reporting & Trending

OrchestrationEngine (cloud)

Task Automation (ChatOps)

Reporting & Analytics

IntegrationConsole

eG Manager

Custom Measurements

and Tests


A Classic Transformation Challenge...• eG Enterprise is a Service monitor!


eG, ITSM, DevOps and IT Transformation• ITSM is about changing mindsets – achieving a services

orientation• DevOps is about culture shift – collaboration, feedback and

continuous learning

Transformational Change1

• Wake-up call• Changes in mindsets, culture• Greatest degree of uncertainty

Transitional Change

• Programs / Implementation (business & human objectives met)

• Boundaries may be uncertain• Significant stakeholder management

Developmental Change

• Projects / Installation (on-time, on-budget, technical objectives met)

• Process adaptation & improvement1Change Leader’s Handbook

Investments here must be supported by customers and

eG Partners

They drive Value Of Investment

(VOI)

RapidReturn On

Investment (ROI)


Why Converge?• APM alone is not

sufficient, neither is IPM alone

• Converged solution facilitates true root-cause diagnosis

• Minimizes learning curve

• Enhances operational efficiency

• Ensures user satisfaction & productivity

Closing the Visibility Gap

Accelerate IT Transformation with

Converged Application and Infrastructure

Monitoring


Today’s Agenda


Monitoring, Transformation & Best Practice• Transformational change requires more than visibility;

transparency is a basis of trust• Transparency requires knowledge; knowledge must be

shared across the service lifecycle• ITSM’s focus tends to be on Prod; DevOps’ tends to be on

Non-Prod; both are needed• Services are the means of delivering value; applications are

not the same as services• Service provides the context for automated diagnosis and

business impact• Automated diagnostics can improve transparency; you

don’t have to fly blind!

Services are a means of delivering valueUser Experience Management | Total Performance Visibility

Code to Bare Metal | Any Cloud Deployment ModelPre-Emptive Alerting | Automated Diagnosis

Right-Sizing & Capacity Planning

Internal/External Customer-Facing IT Services

Traditional Application Monitoring

Traditional InfrastructureMonitoring

Application Stack

Full End-to-End Service Stack


Questions

Please submit your questions at any time during the webinar using the questions panel on the GoToWebinar client


For More Information• More Details– http://www.eginnovations.com/freetrial

• Send an Email– [email protected]

• Call Us– +1 (866) 526 6700

http://www.eginnovations.com/freetrial


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