the importance of information delivery in it...
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David Williams
The Importance of Information Delivery in IT Operations
IT infrastructure availability it's all about knowing…
A 99.9% IT infrastructure uptime metric doesn't matter when business applications are unavailable, end-users are dissatisfied and no-one knows the true state of the IT infrastructure when they need to know it.
CIO Strategies for Success
Excerpt from the CIO Mindset – Successful CIOs: • Thinking about their company's real customers, not internal ones • Transitioning from managing resources to raising business performance by more than 10% • Measuring performance based on operational outcomes in business terms, not traditional ROI
calculations on technology purchases or benchmarks on application roll-outs • Focus on improving productivity across the organization -IT and Business • Increasing collaboration • Defining new funding models for IT
managing IT availability today's reality
• Reactive (focused on MTTR) • IT operations working within silos with limited
organizational cooperation • Element focused on 99.9% uptime • Limited end-to-end monitoring capabilities
(end user and elements) • Too many events (creating event storms) with
too much data • Growing need for skills to manage increasing
complexity
Networks IT O
pera
tions
Silo
s End users
Applications
Databases
Servers
Events managed/prioritized in silos as element issues are identified
?
Bus
ines
s C
ondi
tion
End
Use
r Sat
isfa
ctio
n
• IT infrastructure change accelerating (e.g. virtual & cloud infrastructures) • Increasing amounts of data being collected, traditional delivery mechanisms no
longer working • IT organizations continue to struggle to achieve a pro-active monitoring state. • An increasing amount of mature, forward thinking IT organizations are
considering alternative/enhanced approaches to IT infrastructure monitoring.
IT infrastructure availability management it's a matter of perspective
Servers Storage Desktops
Mapping and Virtualization
Message-Oriented Middleware Transaction Middleware Portals
Web Services Application Servers
Composite Applications Custom Business Apps. IPTV Java, .NET SAP, Oracle, Exchange VoIP
Mapping and Virtualization
Mapping and Virtualization
Customer Service
Product Catalog and
Inventory
Order Fulfillment
Mapping and Virtualization
Database Management Systems
Arrange order delivery
Take customer order
Update product & notify
customer Update product
catalog Deliver order and confirm
Mapping and Virtualization
Load Balancers Mobile Devices
IP MPLS Routers Switches Accelerators Net
wor
k Vi
ew
App
licat
ion
View
IT infrastructure management fragmented inconsistent information delivery
IT Operations Tasks • Availability & Performance Mgmt
• Change Mgmt • Configuration Mgmt • Capacity Planning • Job Scheduling • Asset Mgmt • Inventory Mgmt • Storage Mgmt • Security Mgmt • Service Desk
Hardware • Servers • Desktops • Mobile Devices • Storage • Network
Software • Operating systems • Middleware • Databases • Applications • Networks
End-users • Response time • Activity
IT Management Information Recipients • IT Operations • Network Admins • Database Admins • Applications Managers • Service Desk Admins • Security Managers
? Ow
ners
hip
E
nfor
ced
Esc
alat
ion
and
Out
age
Bus
ines
s Im
pact
alert notification key findings • Considerable effort is taken to detect and process issues yet few IT
organizations put the same effort to ensure the issues are immediately delivered to the right IT personnel. IT operations information delivery is as important as the task of gathering the information.
• IT operations management ECA/Performance/APM vendors focus on data collection and analysis - not information delivery.
• Service Desks focus on the escalation process not on the methods used to ensure the process dead-lines/service levels are adhered to.
• Alert notification products are beginning to fulfill two roles, one of information deliver to mobile devices and the other of providing interactive access to the IT operations tools and the processes they support.
What’s required? Alert Notification Tools that provide the right information, consolidated and filtered (in the right format) delivered to the appropriate people at the right time.
• Decision makers getting the right data • Event ownership to be established • Escalation and outage in-line with SLA’s • Event reporting
alert notification evolution focus, value and user Focus: • Fault data from event tools • Incident data from help desks
Value: • After hours support • Outage data • Passive process participation
User: • Technical support • IT operations
Focus: • Information delivery and process control for
Availability & Performance mgmt, BSM , Change & Configuration mgmt and IT operations process mgmt, Service availability/management
Value: • All hours support • IT service availability information • Active participation in IT operations
processes
User • Technical support / IT operations • Service managers • IT operations managers • Security and Audit management • LOB managers/Business Execs
alert notification evolution no longer your ‘out-of-hours’ pager
Information / Alert Notification
Information Delivery Assurance
Remote Activity Enablement
Event Correlation & Analysis Performance Monitor Application Performance Monitor Configuration and Provisioning Mgmt Service Desk IT Operations Process Automation Job Scheduler
Data C
ollection Filtering/D
e-duplication C
orrelation Inform
ation Routing
availability and performance architecture data collection --- information delivery
Dat
a Fl
ow –
Inte
frace
s/br
owse
rs
Data collection, filtering, rationalization, de-duplication Information ownership Support routing Guaranteed information delivery
IT infrastructure management the IT operations framework of products
Tools grouped around: • Buyers/Organization • Processes
• Solves real IT operations management challenges • Leverages existing technology investment • Can be deployed ‘in parts’ (tools suites) to meet specific needs • Widespread adoption (whether you are ready or not)
Framework drivers • Process/best practices • Accountability • IT operations efficiencies • Virtualization/ Cloud/IT
Services • No standards
• Product integration/consolidation will change the way products work together and how products are chosen and used
• Understand product relationships and how they integrate to support your processes and then assess vendor’s framework approaches and capabilities
applying the framework performance degradation remediation
Best-practice and process initiatives (e.g., ITIL) are being automated and orchestrated by automation tools
Example: Fault-to-remediation process shortens MTTR by eliminating manual intervention.
ITIL v.3 Event Management
IT Operations Tools
Automated Process
performance degradation remediation the role of alert monitoring
Service degradation
identified
End-user performance
Security and compliance
checked and verified
Process complete
Incident ticket
created
Incident ticket
updated
Security and compliance
checked and verified
Processing power added
• 13-step process • 4 IT operations teams • 8 IT operations functions • 8 IT operations tools
Proc
ess
Team
Service Desk
Network Admin
System Admin.
Security Officers
Update sent to LOB
Manager
IT operations process automation the role of information delivery assurance
Security Officer
Authorizes change
Security Officer
Authorizes Change
Incident ticket updated
Compliance report created
Incident ticket closed
Update sent to LOB Manager &
IT operations administration
Update sent to LOB Manager & IT
operations administration
IT operations updated
Service level checked and verified Network
Administrator updated
Network devices reconfigured to address need
Passive – Information Delivery Assurance Active – Remote Activity Enablement
today's data centers new approaches and organizational roles Monitoring: Element availability Service levels / Application / IT service management Focus: Fault management Service degradation Measurement Metrics: Mean Time to Repair Outage avoidance New/Updated Monitoring Approaches • Business service management • Infrastructure performance monitoring • Application performance monitoring • Behavior learning analysis • Service/application availability reporting • Alert notification
Process managers — Designing, developing and owning processes to, for example, enable the automation of IT operations processes.
IT operations architects — Tools identification, integration and usage in support of IT services.
Service managers — IT operations management takes the role to broker and manage internal and external services.
IT infrastructure Availability Analysts— proactively seeking T infrastructure issues such as application performance degradation.
Recommendations 1. Considerable effort is taken to detect and process issues - few IT
organizations put the same effort to ensure the issue is immediately delivered to the right IT personnel. IT operations information delivery is as important as gathering the information
2. Alert notification products should fulfill two roles: information delivery to mobile devices, and providing interactive access to IT operations tools and the processes they support. Ensure your mobile notification capabilities include both.
3. When considering alert notification tools, do not restrict your thinking to information delivery. Consider the value of leveraging the same mobile technology to enable interactions with IT operations management tools to orchestrate IT management processes and remediate issues.
4. Alert notification tools are not equal in capabilities, so understand how the tool is integrated with your existing IT infrastructure and how the data is collected, filtered and passed.
5. IT organizations with IT process automation projects (such as change management and server provisioning) should investigate the use of alert notification tools to provide process status awareness and process step interaction.