fusion - bmc service assurance & automation

Fusion & BMC

The Platform of Choice for

Business Service Management

Agenda

– Introduction / Background

– High-Level Overview of BMC solutions

– BMC Service Assurance• Event-Driven Service Monitoring - “Report By Exception”• Dynamic base-lining & correlation of events to business services

– BMC Service Automation• Server - Configuration & Compliance Management• Application Release Management

– Summary / Business Value

Fusion - Overview

› Elite BMC Solution Provider

› BMC partner for more than 10 years

› A1 Dun and Brad Street Credit Rating

› Ranked by BMC as No.1 partner (in

Europe) overall on 24 criteria

› Advanced Support Centre for BMC with

global 24 x 7 coverage and certified

engineers

› 170 currently supported customers and

completed over 300 projects

› Fusion consultants are RAC certified and

ITIL Foundation trained

› Part of BMC ITSM Consortium and

member of BMC Partner Advisory Council› Member of the itSMF and

TeleManagement Forum (TMF)

Business Service Management

A Framework for BMC solutions

© Copyright 04/10/23 BMC Software, Inc.5

BSM is a comprehensive approach and unified platform for Service Management

Manage the Business

Manage infrastructure to support the business

Manage support functions and processes

Financial Management

Vendor Management

Project and Portfolio Management

Human Capital Management

Governance and Compliance

Service Desk

Service Request Management

Change and Release Management

Asset Management

Identity Management

Predictive Analytics

Performance,Availability

and Recovery

Application Problem

Resolution

Event and Impact Management

Capacity Management

Enterprise Scheduling

ApplicationRelease

Management

Configuration Automation

ConfigurationAudit and

Compliance


BMC - a unique offering to achieve BSM

› Better Decisions– Unique capability to predict technology

issues and identify probable cause– Cross-platform capacity management to

minimize CapEx and plan for the future– Complete visibility across technology

activities and spend› Unique Architecture and Workflow

– The most pervasive IT management workflow platform in the industry

– Proven scalability and global language support

– Unified architecture for provisioning and compliance

› Superior Coverage – Always on– Physical and virtual environments

BMC Service Assurance

Global Leader for Analysis, Monitoring and Business Service Correlation

Business Drivers

Sources: Gartner Group, IDC, Ziff Davis, InfoneticsSources: Gartner Group, IDC, Ziff Davis, Infonetics

As more customers consolidate and virtualize mission-critical applications, it becomes more difficult to isolate problems and maintain performance

Enable Virtualization in the Data Center

Cost of server administration is rising 10% per year

On average it takes 14 people to fix a typical day-to-day problem.

Optimize Resource

Utilization & Costs

85% of companies have difficulty meeting service commitments

70% of incidents are reported by end-users before IT knows there is a problem.

Exceed Service Level

Commitments

On average, large companies loose 10-15% of their revenues due to downtime

Eliminate Unplanned Downtime

Value of Event and Impact Management

• Unable to quickly diagnose and resolve incidents across technologies• Increases staff costs• Poor Mean Time To Repair

• Lack visibility into the impact of events on business services• Missed service level agreements

(SLAs)• Lost Revenue• High Operational costs

BEFORE – Inefficient IT AFTER – Operational Efficiency

Event and Impact Management Integration

AtriumOrchestrator

AtriumOrchestrator

BMC Event & Impact Management

BMC Service Impact Manager

BMC Event Manager

BMC and Third Party Monitoring

BSM Application IntegrationRemedyIT Service Management

BSMDashboards

BMC Application Performance &

Analytics

Third-Party Event Adapters

BMC BladeLogicOperations

Manager

Service Assurance – Business Needs

• Detect• Problem Identification & Recording• Component and Transaction Monitoring• Data and Event Collection

• Isolate• Automatic Event Filtering• Event Enrichment and Correlation• Prioritize Based on Business Impact

• Diagnose• Predict Service Degradation• Determine Probable Root-Cause• Investigation & Detailed Diagnosis

• Correct• Operator-Initiated Workflow• Automatically-Initiated Workflow• Service Restoration

• Compliance• Intelligent Trouble Tickets• Documented Change Requests• Management Dashboards

© Copyright 20 November 2009 BMC Software, Inc

Service Assurance – BMC Solution Fit

› Detect– Problem Identification & Recording– Component and Transaction

Monitoring– Data and Event Collection

› Isolate– Automatic Event Filtering– Event Enrichment and Correlation– Prioritize Based on Business Impact

› Diagnose– Predict Service Degradation– Determine Probable Root-Cause– Investigation & Detailed Diagnosis

› Correct– Operator-Initiated Workflow– Automatically-Initiated Workflow– Service Restoration

› Compliance– Intelligent Trouble Tickets– Documented Change Requests– Management Dashboards

Cross-platform, Cross-VendorCollection with a Self-Learning,

Self-Configuring Prediction Engine

Enterprise-Wide Service Modelswith Real-Time Business Impact

Probable-Cause Analysis withIntelligent Filtering

Real-Time Drift Detection and Automated Remediation

Unified Architecture for Business Service Management


Service Assurance - Measurable Results

› Reduce IT Costs– 30% increase in staff efficiency– Reduce infrastructure costs by 25%

› Improve Quality of Service – Reduce downtime by 75%– 70% faster MTTR

› Manage Risk – Time for audit tasks reduced from months to minutes – Reduce the cost of compliance by 30%

› Increase Business Impact– 50% faster delivery of IT services

› Provide Transparency – 95%+ visibility to IT spend and activity


BMC Service Automation

Infrastructure Management

& Application Release Management


Key Trends in the Data Center…

Source: IDC

50

100

150

200

250

0

Spend$ Billions

1999

56%

44%

2006

67%

33%

71%

2010

29%

It costs more to MANAGE a server than to buy it

Server Management and Administration Spend

New Server Hardware Spend


1.4

7.9

0.0

2.0

4.0

6.0

8.0

10.0

2005 2010

Key Trends in the Data Center…

Virtual Machines(MM)

Source: IDC

CAG

R 4

1%

› Although 100% of the Fortune 100 have deployed virtualization software, overall server penetration remains only 15% of total number of servers

– Virtualization creates significant management complexity

› BladeLogic is a key enabler of widespread adoption of virtualization

– BladeLogic’s financial model benefits from virtualization

Challenge

Solution


“The Perfect Storm” in the Data Center

PAIN

Costs 3X more to manage a Costs 3X more to manage a device than to buy onedevice than to buy one

90% of breaches are from 90% of breaches are from known vulnerabilitiesknown vulnerabilities

Application releases are late Application releases are late 60% of the time60% of the time

80% of downtime caused by 80% of downtime caused by mistaken configurationsmistaken configurations

BladeLogic – Infrastructure Management

ConfigurationConfigurationAutomationAutomation

Unified Architecture Enables Policy-Based Automation

Disjointed Architecture

Bare-MetalProvisioning

PatchingSoftware

Distribution

Scripts

VulnerabilityAssessmentAuditing

InventoryChangeTracking

Configuration Automation

Compliance

ComplianceCompliance

BladeLogic’s ArchitectureExisting Server Mgt

- 19 -

Application “Packaging” Process

Platform Specific Packaging Tools

Bu

ild M

anag

er (Sch

edu

ler)

PVCS TrackerIBM Rational Clearquest

SourceControl

Compiler ANTMake

CVSSubversion

System V (Solaris)MSI (Wintel)RPM (Linux)Custom Scripts (Unix)

Package

Deploy to “Environment” Manual

BladeLogic Application Release Manager

- 20 -

Today’s Release Process

Development Testing

Staging Web Servers

Staging App Servers

Production Web Servers

Production App Servers

2. Extract buildfrom repository

1. Developer checks in tested build

3. Deploybuild to testORUpdate Models

AgentAgent AgentAgent

AgentAgent AgentAgent AgentAgent




Source ControlBuild Mgmt

AgentAgent

Typically where manual “packaging” takes place in the process

• Process is inflexible & unable to accommodate change

• Packaging is manual & platform dependent

• Typically happens too late in development process

• Cost of “change” is prohibitive

4. Promotebuild to Testand/or Staging

Development Build Test/Staging Production5. Promotebuild to Production

- 21 -

Release Process with BladeLogic

Development Testing

Staging Web Servers

Staging App Servers

Production Web Servers

Production App Servers

1. Developer checks in tested build 3. Deploy

Build ORUpdate Models






Source ControlBuild Mgmt

AgentAgent

Automated Packaging from the Beginning• Consistency throughout the elevation

• Issues related to packaging found earlier

• No penalty for change

2. Extract buildfrom repository

4. Promotebuild to Testand/or Staging

5. Promoteto Production

Development Build Test/Staging Production

© Copyright BMC Software, Inc.

Typical current release process

Dev

Test

Application

Production

The application works in the dev and test environments.

The application does NOT work in production.

Something is changed directly on production servers (e.g. a new library version).

Local setting(e.g. new library version)

The application now works in the production environment as well.


Potential problems - 1

Production 1

Application

The application works on the original production server. This depends on the undocumented change which was made there.

The application does NOT work on other production servers where the change has not been made. This is despite the fact that the documented state of these servers is identical.

This may happen for instance with minor version upgrades.

Production 2



Potential problem - 2

Application A

Production

The original application works on the modified production server.

Other applications do NOT work on the modified server, as the undocumented change made on that server conflicts with those applications’ settings.

Application B



Release Process with BladeLogic

DevTest

Application

Production

The application now works in development, test and production environments. All required settings are documented and can be applied in a single step.

Setting (e.g. new library version

BLpackage

The application’s installer is included in a BLpackage, which also contains all the settings necessary for correct operation of the application.BLpackages may also contain other objects, e.g. scripted actions required to activate changes.

Action (command, script, …)


Application/Release Rollback

Currently (without BladeLogic):

With BladeLogic:

Application 1.0 InstallApplication 1.1

ReinstallApplication 1.0

RemoveApplication 1.1

The current process for rolling back an application installation requires the application to be completely uninstalled before an older version can be reinstalled.This process does not include rollback of other changes to the system (e.g. configuration files, running services, etc.).This means that there is no guarantee that the final state of the system is the same as the initial state.

BLpackage

The process for rolling back installation of a BLpackage restores the previous system configuration without scripting.

The automation of this process ensures that the same steps will be taken for each installation or rollback.


Comparison and Parameterisation

› BladeLogic supports comparisons (audits) between servers in different environments. This will identify configuration differences which could affect applications.

For example:› Database connection strings (see left);› Local server settings;› Software version mismatch;› System or named user permissions;› Etc.

Test

Dev

Production

DB server test

DB server prod

Audit and RemediationOnce these differences have been identified, they can be captured in a BLpackage which enables remediation of those differences.The result is that the various environments can be aligned in a single step (policy-based requirements management).

Remediation package

ParameterisationBLpackages may also be created with parameters in order to enable reuse of the same BLpackage in different environments. For instance, the DB connection string will be different for each environment. Instead of modifying the application package for each deployment, a single BLpackage can refer the specific value of that parameter for each environment.

ApplicationSetting

(e.g. new library version Action (command, script, …)


Advantages

›Maximum visibility›Uniformity, consistency and standardization of environments

›Automatic documentation of changes – Logging of all actions– Compliance reports

›Rollback of installation and config changes›Control over sequence of actions


Why BladeLogic?

Reduce the risk of change Maintain uptime and predictable operations

Ensures Continuous Compliance

Reduce security breaches

Reduce the time and cost of audits

Reduce the Time-to-Deploy Services

Rapidly respond to ever-changing business requirements

Lower Unit Cost of Management Lower and control OPEX costs


Case Study: Application Release Management

Pain Point Consequence Why BladeLogic

Highly manual packaging & deployment

› 5 FTE, 3 Days per Package

› 1000 CIs per package

Poor delivery

› 16 retakes per package

Long cycle times

› 13 weeks Vs Target of 2

› 30% miss rate

High defect rate

› 72% defective packages

High Opex

› $7K/package

Cross-platform packaging technology

› 35 additional FTEs would have cost $4.7M per year

No way to ID and maintain environment consistency

Probability of errors

› 50 minor and 2 major outages per release

Process not repeatable

› Gartner audit score of CMM 2.1/5.0

Environment parameterization to handle variability

› Reduce MTTDeploy by 90%

Audit & remediation

› Rollback to eliminate fire drills by > 90%

Too many people with ROOT access

› 50 ROOTs @ any time

Introduces risk

› First Fix Rate < 10%

Complying with regulations difficult

› Failed PCI audits

› Authorized: Completed changes is 6:1

Rules-based promotion controls

› Workload ratio for L1:L2 to change from 1:4 to 5:1

Environment 2200 Servers 100 Disney Websites 3 BU Op Units 1500 apps

Business Drivers Release Cost Control Improved Responsiveness Improved MTTD

Data Center Initiatives App Provisioning Optimize Release Process Automate Config. Mgmt.

Competition HP Radia Opsware


Chicago Mercantile Exchange The world’s largest trading exchange – proprietary GLOBEX application processes 18 million orders and executes 6 million trades per day

Case Study: Server & App Automation

Before BMC (2003) With BMC (2007)

Servers 900 3,500

Applications 50 200

Administrators 20 28

Server:Admin Ratio 45:1 125:1

Server Configuration Outages 2 Major None

SOX 404 Solution None Fully Compliant

App Changes (Weekly) 200(40 critical servers x 5 changes per

week)

60,000(1,500 critical servers

x 40 changes per week)

Changes:Admin Ratio 10:1 2,142:1

Summary

Business Value


The value BMC solutions offer

Reduce Technology Costs

Increase Business Impact

Improve Quality of Service

Manage Risk

Provide Transparency

30% increase in staff efficiencyReduce support costs by 25%

50% faster delivery of Technology services

Reduce downtime by 75%70% faster MTTR

Time for audit tasks reduced from months to minutes Reduce the cost of compliance by 30%

100% visibility of Technology spend and activity

35

CARFAX cut downtime in half, eliminated licensing and maintenance for servers no longer in use, realized an ROI of 285% and payback of seven months

CARFAX cut downtime in half, eliminated licensing and maintenance for servers no longer in use, realized an ROI of 285% and payback of seven months

International Trucking increased job processing by 500% and manages 500,000 more jobs per month without adding staff

International Trucking increased job processing by 500% and manages 500,000 more jobs per month without adding staff

BMC customer case-studies

Dresdner Kleinwort centralized planning and budgeting, increased transparency for IT spend, reduced cost centers by 90%, and achieved a first-year savings of 3M Euros

Dresdner Kleinwort centralized planning and budgeting, increased transparency for IT spend, reduced cost centers by 90%, and achieved a first-year savings of 3M Euros

Mutual of Omaha saved over $4M in critical business application downtime, reducing customer-impact problem tickets by 69% and downtime by 66% in the first year

Mutual of Omaha saved over $4M in critical business application downtime, reducing customer-impact problem tickets by 69% and downtime by 66% in the first year

Cap Gemini deployed reduced server auditing and patching effort from 45 hours per month to one hour. Fault diagnostics takes 3 minutes per server, down from 37 minutes

Cap Gemini deployed reduced server auditing and patching effort from 45 hours per month to one hour. Fault diagnostics takes 3 minutes per server, down from 37 minutes

E*Trade is saving more than $4M in revenue annually by using incident prioritization to reduce unplanned downtime by 75 percent

E*Trade is saving more than $4M in revenue annually by using incident prioritization to reduce unplanned downtime by 75 percent

UBS reduced outage time for mainframe database changes by 97%

UBS reduced outage time for mainframe database changes by 97%

Motorola consolidated to company-wide change process & Incident process, providing 30% reduction in MTTR, 60% reduction in unplanned outage time impacting users, and realized $11M in savings

Motorola consolidated to company-wide change process & Incident process, providing 30% reduction in MTTR, 60% reduction in unplanned outage time impacting users, and realized $11M in savings

fusion - bmc service assurance & automation

Documents

business service correlation

service degradation

management workflow

service level commitments

value of event

bmc itsm consortium

impact of events

business drivers sources