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New Frontiers in Network and System Management
Jean-Pierre GarbaniResearch DirectorComputing SystemsForrester Research, Inc.
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IT Does Not Matter Anymore…
IT is no longer a competitive business
Advantage
Low cost of hardware and
infrastructure
Multiplication of standard applications
Reference: Why IT doesn’t matter anymore, Nicholas G. Carrhttp://www.bettermanagement.com/Library/Library.aspx?LibraryID=6451
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Then What Matters?
SupportApplications
NecessaryApplications
UniqueApplications
BusinessValue of
IT
Strategic
Support
Service DeliveryBasic World Class
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Competitive Advantage
Nobody thinks of electrical power as a
competitive advantage…
Until August 15, 2003…
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Ineffective and Inefficient IT Management
50% of problems are reported by the end users
through the service desk, not detected by
infrastructure management
Average of 6 service desk calls to identify the
problem owner,
Typical SLA: 95% of problems resolved
in 2 hours
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Managing Infrastructure Objects
Server Hardware 10%
Network 15%
Scheduled 19%
Service Provider 12%
Application 44%
Source: Giga Information Group Survey
Telco/ISP Problem: 35%
Hardware 12%
Human Error 31%
Telco-SP 35%
Unresolved8%
Power Failure 14%
Source: HP-Compaq White Paper
Overall: Network:
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Difficulty to Resolve Complex Problems
AlertBased on single parameter crossingA predefined threshold
DomainIdentification
Based on consensus between managementDomain specialists
Based on domain management productinformation
Root CauseAnalysis
In-depthAnalysis
Based on domain investigative product
Resolution Based on change control process
80%of time
20%of time
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Managing IT as a Service
Requires a management strategy aligned with
business objectives
Processes to support the objectives
People to support the processes
Products that are Compatible with the nature of the business:
• Scalable
• Open
• Intelligent/automated
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Service Assurance Concept
Mean Time Between Failures (MTBF) is a consequence of capacity planning and infrastructure design and cannot be corrected in real-time
Mean Time To Repair (MTTR) is where effectiveness and efficiency can be gained:• Effective alert mechanism• Effective problem resolution
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What is an IT Service?
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Identification and Impact Analysis
Business Process
Business Process
Infrastructure Component
Infrastructure Component
Infrastructure Component
Infrastructure Component
Infrastructure Component
Infrastructure Component
Infrastructure Component
Infrastructure Component
Infrastructure Component
Infrastructure Component
ApplicationApplication ApplicationApplication ApplicationApplication
Based on Service-Infrastructure Dependency Models
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Barriers to Adoption
Relative advantage compared to what
exists,
Clear and distinct economic advantage,
Compatibility with vested interests,
Speed at which these advantages can
be observed.
Reference: Guns, Germs and Steel by Jared Diamond
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Relative Advantage Compared to what Exists
Alert notification
Root cause Identification of availability
and performance problems
Business impact assessment
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Clear and Distinct Economic Advantage
Better IT service means business
competitive advantage
Less IT resources used to fight fires
Predictability of IT services
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Compatibility with Vested Interests
Minimum changes to installed products• Agent reuse
Minimum impact on specialized skills
ITIL used as a catalyst to change
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Speed at which these Advantages can be Observed
Implement strategy as a series of
tactical projects
Pilot with the most critical application
Implement triage: mission critical and
business critical applications first
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Progress Factors
Evolution of agentless technologies
Auto-discovery of application
infrastructure dependencies
Evolution of pre-production performance
testing and application profiling
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Conclusion
Focus shift from application functions to
service delivery
Implies a service management layer on
top of traditional Network and System
Management
Mandatory foundation for organic IT
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Thank You
Jean-Pierre GarbaniResearch DirectorComputing SystemsForrester Research, Inc.