ZADCO &

ManageEngine Zakum Development Company

(ZADCO)

Introduction

• Team Leader – IT Systems Development

— Mohamed Shabib Al Marzouqi

— Accountable for:

• System Analysis/Design

• Implementation

• Post Implementation Support

• Project Manager – Ciju Kurian

• Help Desk Manager – Nadhmi Abdulla

Zakum Development Company (ZADCO)

• Founded in 1977

• Part of ADNOC Group

• Development & Production company operating the 4th largest field in the world and the second largest in the gulf.

Existing IT Infrastructure

1. 200+ Servers including virtual servers and Network Devices

2. More than 200 plus applications(ERP, Technical, Engineering etc) & supporting components like front end, middleware and databases

3. Strong 150+ IT support staff supporting more than 3500 users and 4000+ IT Assets

4. Higher End connectivity between datacenter & Islands/Fields/Rigs

Primary Challenges

1. Frequent user complaints about application performance.

2. No solution implemented to proactively monitor the IT infrastructure and to do Capacity Planning.

3. Availability and Health related reports for all IT infrastructure.

4. ITIL Framework and Process implementation.

5. Users AD issues, like password reset.

Key Requirements

• Minimal administrative burden

• Ease of Use and Management

• Robust and Rich feature set

• Good application performance that doesn’t degrade

• Reasonable cost

• Alignment with ITIL and other industry standards

• Single ITSM Dashboard

• Licensing Flexibility Lease and Purchase

ZADCO & ManageEngine

After evaluating various tools and suggestions from GARTNER, ZADCO decided to go ahead with ManageEngine complete ITSM suite which includes ITIL ServiceDesk, Network n Server Monitoring, Bandwidth Monitoring and Applications Monitoring.

ZADCO & ManageEngine (cont.)

• Product Implemented by ZADCO

– OPManager

– Netflow Analyser

– Applications Manager

– ServiceDesk Plus

– AD Manager and AD Self Service Plus

– Site24X7

– ZADCO will be migrating to an integrated ITSM tool from ManageEngine called IT360 by this year

Infrastructure Monitoring

• Primary tool for monitoring system availability , health, utilization, SNMP trap management.

• Used to monitor everything – from Windows to Linux to Unix to VMware's to switches/routers/APs to any ‘generic’ SNMP capable devices.

• Alerts on specific threshold violations by email or generate trouble ticket in Helpdesk system to notify concerned group/engineer

Infrastructure Monitoring (cont.)

• Proactive Monitoring :

– Send alerts when critical devices experience outages – in many instances taking corrective actions and resolve the issues before users notice the outage.

• Capacity Planning :

– Long-term monitoring of CPU, disk, and memory usage

– Used to plan for upgrades and capacity expansion.

• Bandwidth Utilization

– Detailed reporting of who, when, how of Internet Bandwidth

– Helps to pin point unusual internet traffic

• Still working on other slides. Pls review and change the above slides

Infrastructure Monitoring

• Application Performance Management – Application Servers

– Databases

– Servers

– Middleware/Portal Monitoring

– Custom Apps & Web Apps

• Fault Management

• Reporting

• SLA Management

Appsvr-1 Appsvr-2

Appsvr-3

Maximo (Uptime : 99.982%)‏

Clustered Oracle Setup is put in a Sub Group with

the dependencies configured for the

monitor group.

URL Sequence to sample End Web

page Response Times

This business App has app servers, DBs, web servers . These resources are load balanced or clustered. The resources are added to “Sub Monitor Groups” in App Manager

If any one App Server is up, my service is still

running

AppServer Cluster Group

‏( 99.99%)

(100% Uptime)‏

(99.95% Uptime)‏

URL-1 URL-2

Web- App-URL Sequence

Sub Group in App Manager

Ping switch router

Network Devices

Clustered Oracle

Database Cluster Sub Group

(99.99% Uptime)‏

Clustered Servers

Linux Cluster

(99.99% Uptime)‏

Business Services Management

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How Applications Manager Works ?

Monitoring Starts

Results with ManageEngine

• Greatly improved incident capture

• Enhanced technician experience

– Performance bottlenecks have been eliminated

– Visually appealing, intuitive interface

– Training focuses on process, not the tool

• Improved customer experience

– Ticket creation notifications reassure customers

– “Snapshot” surveys help improve service

– Reminders drive better compliance with service levels

Results with ManageEngine (cont.)

• Significantly enhanced Change Management and Problem Management Process

– Online collaboration improves flexibility

– Elimination of change approval meeting saves time

– Record of approval creates regulatory audit trail

– CAB integration improves business awareness

• Makes IT Team more Productive

• Business Centric View to Monitoring which helps Prioritize and Make Effective Use of Resources

• Monitoring all Tiers of the Application Stack helps Troubleshooting Performance Issues Fast

• Support for Heterogeneous Applications and Servers

• Helps Troubleshoot Faster

• Generate Reports and Empower Decision Making

• Support for Industry Best Practices

• Low TCO & High ROI • Other Departments in ZADCO want to use Manage Engine

service Desk plus for their users.

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Results with ManageEngine (cont.)

Why ZADCO Loves ManageEngine

• ManageEngine is a company that listens. We feel like we have an open dialogue that allows us to offer suggestions that improve the product, which helps us.

• Initially ZADCO was not happy with the Asset Management Module especially discovery of assets, however in the new releases they have improved a lot and we are happy with the new agent for discovery.

• ZADCO has requested improvements in TASK management and expecting the features soon.

• Web-based

• Creation of Requests through e-mail

• Notifications

• Reminders

• Work notes

• Capturing All Conversations

• Approval Workflow

• Announcements Board

• Predefined Templates/Special Templates (Access Restriction)

• Knowledge Base (Solutions)

ServiceDesk plus & AD SelfService

• User Satisfaction Survey

• SLA

• Strong Search Engine

• Business Rules

• Excellent Reporting

• Service Catalog

• Dashboard

• User can reset and unlock his own password.

ServiceDesk plus & AD SelfService (cont.)

ServiceDesk plus

ServiceDesk Plus (cont.)

User Satisfaction Survey

Thank You