Software EMEA Performance Tour 2013 London, UK 2 July

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Implementing a state-of-the art service management solution Ed Jackson, InTechnology

July 2, 2013

Our Mission Statement:

“To become the UK’s leading provider of Managed IT & Communications Services to mid-tier, multi-site businesses.”

ALL OUR MANAGED SERVICES ARE BUILT TO AT LEAST N+1 AND WE CAN MEET ALL IT & COMMUNICATIONS NEEDS... IN ONE PLACE…

What makes us so different:

A NEAR 30-YEAR PEDIGREE /

Over 500 customers throughout the UK, covering most industry sectors from Finance to Leisure.

InTechnology’s Customer Base

InTechnology – Cloud Products and Services

Network Services:

•Over 6000 managed DSL / DSL2 / DSL Max / 21CN DSL / 20CN DSL

•Over 2000 managed Ethernet and Firewalls / Next Gen 21CN Devices

•300 Core devices on owned nationwide Fault Tolerant 10GB MPLS Network.

•JANET authorised connectivity. N3 Connectivity to 6,000 Pharmacies, GP Surgeries & NHS Trusts.

Infrastructure Services:

•Over 300 managed physical servers located in 2, Tier 3 Data Centres compromising of Windows / Linux and Solaris, including Managed Applications, e.g. Exchange / AD / OCS / SQL Server

•Over 1000 Virtual Hosted Machines in the InTechnology Cloud.

Data Services:

•NetApps / EMC / ISILON - Including remotely managed filers and storage.

VOIP and PSTN Services:

•Managed CORE BroadWorks platform SBC’s, VG’s, IN’s and remote management of customer VG’s located in sites across Europe. 40000 IP phones located in UK and Europe.

Unified Communications:

•Push to Talk and PTX Service in Spain, Germany, Israel, USA

What does our ITSM / BSM solution manage?

BSM / ITSM Suite Early 2007

Service Desk

Building Management

System

Evault

NMIS

Insight Manager

Broadworks Voice System

Operations Manager

Network Node Manager

CMDB

HP BSM Suite HP ITSM Suite

External Systems

Internal / External Business Drivers • Customers now demand compliancy from MSP’s: ISO, PCI • Customers want industry recognised standards like ITIL, CLIP to be

implemented and to be confident of a comprehensive service • Tighter, industry driven service based SLA’s i.e. Time to respond • Increase revenue and reduce churn • Enable our customer service to become a differentiator from our competitors -

provide service excellence! • Need to support rapid growth while reducing costs - automation! • Requests for major incident plan as part of customers RFI’s • Provide customers with as much transparency as possible when providing a

service, through enhanced reporting and self service portals

• Consistency of data • Define authoritative data sources • Configuration items did not represent actual service • Integrate multiple and often bespoke systems • Only rudimentary structure in systems and people • Customer lists managed using excel! • Little statistical analysis • Chasing our tails/fire fighting • Little investment in service management tools • Culture – changing our behaviour

Challenges Faced / Initial Findings

• Consistent data across all systems with authoritative data sources • Implement fully automated Change Control Process with weekly CAB • Automated affected customer notification lists • Auto discovered configuration Items • Need to have a knowledge base • Improved efficiency • MOM (Manager of Managers) • Advanced correlation of incidents and root cause analysis • Ability to automatically provision and manage customers service end to end • ITIL alignment of incidents, problems, changes and uCMDB • Proactive Management – capacity planning / forecasting • Auto generated incidents • Scalable solutions for business growth and expansion

What requirements needed to be met

BSS authoritative on Customer accounts Customer contacts Sales opportunities Contracts Billing / invoices

OSS authoritative on

Device records Circuit records Config details Cabs & power

Affected customers lists Capacity planning Billing & service alignment Combined reporting Automated provisioning and decommissioning

Authoritative Data

Service Manager

TDB Federos

Asset Manager

NNMi

IPAM Circuit

Info

Device Record

Asset Number

EMC Smarts

Device Configuration

AX

Org and Contact

UCMDB

Host

Name

The key to InTechnology’s ITSM solution is an accurate CMDB

InTechnology’s Integrated ITSM Solution

NNMi

Operations Manager UCMDB

Service Manager

CMDB Asset

Manager

Release Control

TDB Federos

Microsoft AX

InfoVista 4.3

BT B2B

Affinity

BSM

ITSM

External EMC Smarts

NCM

1. CI Template created in AX or Federos pushed to Service Manager CMDB in status of build

2. CI is given Unique ID and asset tag by AM Set to “provisioning” status, part code and financials added from AX by ConnectIT

3. Device configuration built utilising Federos Orchestrator and pushed to device using EMC Smarts NCM. Once live on Network, IP and hostname sent to NNMi and loaded as seed. Passwords / Tacacs added to CI in SM

4. Discovered device data from NNMi is passed to AM by ConnectIT, reconciles against IP or Hostname

5. AM updates CI in SM using ConnectIT, CI data is completed and is automatically set to “installed.”

6. At installed status CI is added to HP Operations, and CI InfoVista tab is completed. CI checklist is completed and CI is set to “operational”

7. Once operational, generated incidents follow the CLIP process.

CL I P

Simplified overview on how we provision a new network service

CLI

P

NNMi - Interface description in 2nd column taken from InTechnology CORE device, matches the hostname in the CI in SM

Updates SM customer CPE CI with location / termination device / interface data

Affected Customer Example

From our bespoke reporting website an affected customer list is produced. Emails are automatically generated against either outages or planned works contacts on company / contact record in Service Manager

Automated Incident Example Incident Created in NNMi browser from polling or SNMP trap

Forwarded to OM. Auto -generated incident created. Annotation updated with incident ID

Automated Incident Example cont Incident created in SM against correct company and contact record. CI details Assignment Group, Priority and Urgency also added.

Triggers BT diagnostics test to B2B platform. Assignee Receives email when complete.

Diagnostic results are posted to IM record “BT Journal Updates” once completed.

Manual requests can also be made directly to BT’s B2B system anytime during the incident lifecycle

Automated 21CN Build Process CI is built utilising Federos and CI is created in Service Manager.

Federos and NCM builds the End-to-End device configurations and these are automatically applied to the CORE and CPE devices, once approved.

CPE configuration is pulled back to NCM for baseline, change and compliance reporting

CI in Service Manager handover TAB is completed and CI status is “Operational”

For network performance reporting – InfoVista TAB is completed and primary and service interfaces are configured

Devices are added to the InfoVista Portal for customers to view CPE performance metrics, such as Utilisation, QoS, IPSLA.

Automated 21CN Build Process Continued

Network Configuration Items Under Management: Jan 2011 – June 2013

85% increase in configuration items managed since Jan 2012. 13% reduction on incidents since Jan 2011.

Mean Time to Resolved

0

20

40

60

80

100

120

140

160

Mean Time to Restore Mar 2011 - Apr 2013 (Hrs)

0

5

10

15

20

25

Oct

-20

11

No

v-2

01

1

De

c-2

01

1

Jan

-20

12

Feb

-20

12

Mar

-20

12

Ap

r-2

01

2

May

-…

Jun

-20

12

Jul-

20

12

Au

g-2

01

2

Sep

-20

12

Oct

-20

12

No

v-2

01

2

De

c-2

01

2

Jan

-20

13

Feb

-20

13

Mar

-20

13

Ap

r-2

01

3

Mean Time to Restore Oct 2011 - Apr 2013 - P1 Only

Incidents Raised – All Areas

Integrated network configuration management with incident and change

process’s

Full automated network

provisioning

Complete knowledge base,

mapping all InTechnology

services

Comprehensive end-to-end service

orientated reporting

Full ITIL aligned change with weekly CAB

25% of P4 incidents / interactions resolved by our service desk

team

PCI and ISO compliance

Affected customer

notifications. For all services

Customer churn less than 4% for year 2012

Benefits Derived from ITSM Solution

Where We are Today

Future Plans and Developments HP OMi. More intelligent incident management and event correlation. Better integration with HP toolset than HP operations alone.

HP Service request catalogue. Move away from basic service manager ESS portal, and utilise service desk and knowledge module plugin with SRC

TDB Fusion Federos. Customer provisioning portal and self service network configuration, i.e. requesting more bandwidth.

Q4 2013

Q1 2014

Mid 2014

Future Plans and Developments HP OMi. More intelligent incident management and event correlation. Better integration with HP toolset than HP operations alone.

HP Service Request Catalogue. Move away from Basic Service Manager ESS portal, and utilise Service Desk and Knowledge Module plugin with SRC

TDB Fusion Federos. Customer provisioning portal and self service network configuration, i.e. requesting more bandwidth.

Q4 2013

Q1 2014

Mid 2014

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 28

Microsoft SCOM

3rd party domain managers

NAGIOS

BSM connectors for SCOM, IBM, NAGIOS

Open BSM connector interfaces

OM/PM

NNMi

Run-time service model

BSM platform

OMi

Automatically related to a complete dynamically updated model of the IT infrastructure

Complete cross-domain visibility of IT infrastructure issues

Visibility into security events

HP connectors

APM SiteScope IBM Tivoli

OMi obtains data from various event/data collectors

The universal event correlation engine

ArcSight Logger & ESM

HP Service Manager

BMC Remedy

Agents and SPIs SiteScope Agents

and SPIs

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 29

HP

BMC

CA

IBM

SPLUNK

Only HP provides end-to-end Operational Analytics

Event Triage Log Management

Advanced Analytics Advanced Correlation

Unknown Problems Known Problems

Rea

ctiv

e M

on

ito

rin

g

Pro

acti

ve

Mo

nit

ori

ng

Operations Analytics

OM Logger

SHA OMi + TBEC

Event Triage

Adv. Correlation

Log Management

Advanced Analytics

RTSM

Topology

Operational Events Performance

Metrics Logs

© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 30

Analysts Recognize HP’s Thought Leadership

Logger is the leader in Gartner Magic Quadrant - Gartner Magic Quadrant for SIEM

“By 2016, 20% of Global 2000 enterprises will have an IT operations analytics architecture in place, up from less than 1% today” - Gartner

HP OpsAnalytics voted Strong Value! - Enterprise Management Associates (EMA)

“Predictive analytics is emerging as a game-changer. It helps answer ‘What's next?’ and ‘What should we do about it?’“ - Forbes.com

© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 31

• Automatically calculates baselines

• Anticipates problems before business is impacted and prevent downtime

• Automatically correlate information from multiple domains

• Self learning system – zero configuration\maintenance

• Reduce cost of handling events by proactively investigating anomalies

Operational Analytics: Predictive Analytics Service Health Analyzer Based on multiple HP patents

zero configuration!

1hour earlier!

Predictive analytics is emerging as a game-changer. It helps answer ‘What's next?’ and ‘What should we do about it?’“ Forbes.com

350% YoY

SHA

© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 32

HP

BMC

CA

IBM

SPLUNK

Only HP provides end-to-end Operational Analytics

Event Triage Log Management

Advanced Analytics Advanced Correlation

Unknown Problems Known Problems

Rea

ctiv

e M

on

ito

rin

g

Pro

acti

ve

Mo

nit

ori

ng

Operations Analytics

OM Logger

SHA OMi + TBEC

Event Triage

Adv. Correlation

Log Management

Advanced Analytics

RTSM

Topology

Operational Events

Performance Metrics Logs

© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 33

€1.2M pa savings. 1st year ROI 300%. “Self-funding” (Shane Gaffney)

Vodafone KPI improvements

74% reduction 78% reduction

40% to > 90% Improvement

19 % reduction

INTECHNOLOGY

ANY QUESTIONS?