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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.