OMi 10 Best Practices Approach - cdn.ymaws.com€¦ · © Copyright 2015 Vivit Worldwide Other Factors Control Objectives - Without sufficient controls and associated measurements

© Copyright 2015 Vivit Worldwide

OMi 10 Best Practices Approach

September 8, 2015


Brought to you by

Vivit Business Service Management

Special Interest Group (SIG)

Leaders: Jim Copio, Rocky Pisto, Mark Laird and Sandy Schubert

www.vivit-worldwide.org

http://www.vivit-worldwide.org/


Hosted by

Sandy Schubert

Director of ITOM Program Management

J9 Technologies

Business Service Management SIG Leader


Today’s Presenters

Jeff Jamieson

Vice President

Whitlock Infrastructure Solutions

Paul Almany

VP of Technical Consulting

Whitlock Infrastructure Solutions


Housekeeping

• This “LIVE” session is being recorded

• The recording will be available on BrightTALK

immediately after this session

• Q&A: Please type questions in the Questions

Box below the presentation screen

• Additional information available for you

behind the Attachment button and later on the

Vivit website


Agenda

Whitlock Overview and ValueFirstTM

The Problem

OMi10 & OpsBridge Overview

Best Practices – Elements of a Successful Deployment

Planning

Technology Deployment

Event Process

Transition Support Plan

Q&A


Whitlock and ValueFirstTM


Whitlock

HP IT Management (BSM) focus

Trusted 18 year HP partnership (since 1997*)

Deeply involved with HP Software User Community (VIVIT)

Work side-by-side with HP Labs and HP Product

Management

HP Partner Advisory Board (PAB) and HP ITOM & BSM PAB

Joint presentations at HP Discover

Development of custom simulation events

Consistently recognized for Excellence at HP Discover, i.e.,

BSM Partner of the Year 2010 and 2012, Spirit Partner of the

Year 2011


Whitlock Differentiators

• ValueFirst™Whitlock’s value-based deployment methodology that maps defined goals, objectives, capabilities, and consumers to desired value outcomes.

• ValueFirstTM TotalCare™Whitlock’s implementation and maintenance service for customer’s Hewlett-Packard IT Management Software products. A Whitlock TotalCare team acts as an extension of your team to care for your HP Software environment.

• ValueFirstTM Call™Whitlock’s Hewlett-Packard-based HP software support center.


The Problem


managed

cloud

traditio

nal dc

saas

Sto

rag

e

App

●●

Software

Driven

Networks

in-house

custom apps

Assuring theHybrid Environment

Packaged

Applic

ations

suppliers

Public

Clo

ud

private cloud

Em

plo

yees

IT M

etr

ics/A

naly

tics

Mobile Monitoring

Security

Virtual Fabric

Service

Models

Systems Monitoring

IT Operations in silos

VMWare IBM ORACLE

CISCO

SFDC

Linux

Nagios Microsoft

Too many consoles

« Swivel Chair »

management

Operations staff work

on symptoms, triage

takes to long

3

Siloed health management and

Siloed view of what’s happening1

Can’t consolidate

performance data to

drive planning

4

• Too many calls

• Slow resolution

• Not business aligned

• Not people efficient

• Poor planning & optimization

• Monitoring duplication

• Incomplete monitoring

2

?

?12

34

??

??

Web

Net

DB

OS

App


Experts should be focused on:

• rolling-out new functionality for the business and driving innovation

• optimizing solutions that support Operations staff productivity

Tier 1 Operations

staff

Operations Staff

• handle the vast majority of application /

infrastructure issues and incidents

• only escalate issues which have no pre-defined

process or automated fix

The “optimized” Operations Bridge

But is this happening in your environment?

Application

experts

Infrastructure

experts

Share relevant information to

enable collaboration

Operations Bridge

Not just a tool deployment/upgrade!


OMi/OpsBridge Overview


Polling Question

• Are you using Operations Manager today?


Polling Question

• If so, are you planning an OMi migration in the

next 12 months?


HP Operations Bridge – solving

issues in your environment

Metrics

Events

Topology

HP Operations BridgeSense, analyze and adapt for the digital business

Business awareness

Event correlation

Cross domainreporting

100+ logosIntegrations

Automatedremediation

AutomatedCloud

ServiceManagement

BigDatamanagement

Helionand OneView

Integration

Monitoring Automation

Digital business

Single server

Install & supported on 1 server

Runs headless if needed

Uses embedded DB

Horizontal scale

3x scalability per OMi server

Distributed monitoring

Multiple OMi servers

1


Best Practices


Service Monitoring and Operations Governance Framework

Plan Build Deliver Operate

HP Operations Bridge governance

framework

Standardize AutomateModel & Organize

Understanding services

Metrics Reporting MonitoringRoles

Tools

ReportingDashboards

• Match discovery & modeling to

event processing and

reporting

• Define organizational structure

and roles

• Determine accountability for

provisioning and consumption

of information

• Roles gap analysis

• Define authoritative sources

(tools) of information

• Define standards for

information presentation,

monitoring, owners and

consumers

• Define responsibility for data

collection

• Consolidate tools

• Automate role-based report

deployment

• Automate role-based

dashboards deployment

• Automate CI-based monitors

deployment


Whitlock – OMi 10 Adoption Kit

ValueFirst Planning

OMi Technical Deployment

Event Process



Whitlock’s ValueFirst™ Methodology

Value

Goal Objective Capabilities Consumers

DiscoveryRelease Deployment Plan

Release Enablement Plan

THE VISION - THE PLAN - THE MAP!


Technical Deployment Plan


OMi Technical Evolution

Plan the

Evolution

Introduce OMi

Integrate event

sources and

topology

Switch off PM

Manage Operations Agents from

OMi step by step

Choose Management Packs or

import policies

Switch off OM

Establish effective

Operator flow

At your own

pace

Configure SiteScope from

OMi

Import SiteScope Templates

Move from

Reporter to SHRSwitch off Reporter

Model Business Services, as more Event type indicators for TBEC and Service Health

Day 1 Can be done in

weeks

Evaluate current

monitoring

Plan how to

automatically

establish topology

Plan integrations

Plan operator

groups, etc.

“Headless” OpsBridge

with topology

Correlation, Event

Enrichment,

Automation

OpsBridge with key

integrations for

Operators

Efficient Operator

Workflow using

modern UI and

embedded

performance grapher

Increased user

motivation through

Gamification

Service Health Reporting

Easy Tuning

Automated

Monitoring

Configuration


Deployment Considerations - Event

Have you included all the critical domains?

What are the critical event sources in each domain?

What mechanisms are available on the event sources to support integration?

Is there an appropriate Live Network connector?

Is the event source actively managed and is the administration coordinated with the administration of the Operations Bridge?

Do the events being integrated have a clear owner and response?

Is that response a good candidate for automation?

Do the events require, or would they benefit, from enrichment?

Are there particular correlations your are targeting?

What events and what mechanism would be most appropriate?


Deployment Considerations -

Topology

The shift from node to CI centric management Both a technical and philosophical change

Enables CI type specific actions

The scope of topology and CIs that you need to support your operational use cases Avoid topology for the sake of topology

The sources of the topology of interest Clearly identify where the topology will come from

In many cases there may be options that will need to be evaluated to determine the best source

The frequency/currency of topology updates required How dynamic is(are) the topology source(s)

What frequency do I need to support the operational use cases

Is there a common topology shared between critical integrated processes and tools (i.e. Incident Management/Service Desk)


Deployment Considerations - Other

Who will be the consumers and what views /

dashboards will they be most interested in?

What events of interest?

What topology of interest?

What tools are of most interest/value?


Event Process


Polling Question

• Do you currently have a formally defined Event

Process?


Revisit the Process Problem or lack

of…

Are all of your events actionable?

Do all of your events have a defined response?

Do all of your events have a clear owner?

Do you leverage your event history?

How do you identify opportunities for automation?

How do you identify opportunities for correlation?

How effective are your automations/correlations?

What are the most problematic services?

Do you have clear business rules to define event integration to Incidents?

Chances are that the answer to most of these is NO! Why…lack of a well defined process!


Major Process Activities

Event Management – Design and Build

Event Domain Analysis – Reduce the noise!

Design and Maintain Event Management

Framework

Create and Maintain Event Management Solutions

Event Management - Operations

Manage Events

Correlate and Escalate Events

Review and Close Events

Ongoing Audit and Analysis of Event Domain and

Process


Event Process Diagram

Inputs

Monitoring and Event Management Requirements

Events

Known Error Information

Knowledge Management Information

Configuration Item Information

Providers

Service Design Processes

Release and Deployment Management

Activities

Event Management Design & Build

* Design and Maintain EM Framework

* Create and Maintain EM Solutions

Event Management Operations

* Manage Event

* Correlate and Escalate Event

* Review and Close Event

Critical Success Factors

Improved Availability

Improved IT Service Quality

Receivers

Service Design Processes

Incident Management

Problem Management

Change Management

Outputs

Event Management Design

Configured Event Management Solutions

Resolved Event

Incident(s)

Requirement for Change

Identified Problem(s)

Event Data


Roles and Responsibilities

Event Management Process Owner – Has the overall responsibility for ensuring the suitability of the Event Management process to the organization

Event Manager - Responsible for the execution of the Event Management process including operation of the defined and agreed process, ensuring it interfaces with all other relevant processes, setting targets and reviewing the effectiveness and efficiency of the process, performing process audits and managing the process improvement cycle

Event Analyst - Responsible for owning and resolving alerts and or assigning the alerts to the appropriate party


Critical Success FactorsImprove IT Service Availability

KPI Metric

Accurate Assignment Number of events that were resolved by the

first handler

Improved Response Time Percentage reduction in average time to

respond to an incident or event

Improved Time to Repair Number of events resolved by automatic

operations

Improved Time to Repair Reduced mean time to resolution of

Incidents

Improved Time Between Service

Incidents

Number and percentage of performance

related (impacting) events


Critical Success FactorsImprove IT Service Quality

KPI Metric

Improved Time between

Service Incidents

Number of events that were resolved in a

warning state


Service Incidents

Number of events that were resolved prior to a

service outage


Service Incidents

Mean Time Between Failure

Improve Event Management

process/tools

The number of incidents that were a result of

phone calls with no event triggered

(infrastructure or service incidents)


Critical Success FactorsImprove Business and IT Productivity

KPI Metric

Reduced frequency of incident

response

Percentage reduction in costs due to downtime

Improved metric reporting Accurate, on-time reports for business

decisions

Improved operational

reporting

Accurate, on-time reports for business as

usual improvement identification


Critical Success FactorsCustomer and User Satisfaction

KPI Metric

Increase in user satisfaction Improved scores on Customer Satisfaction

Surveys

Increase in customer

satisfaction

Improved percent available


Metrics from Event Data

Number of events by category

Number of events by significance

Number and percentage of events that required operator intervention

Number and percentage of events that resulted in Incidents, Problems or Changes

Number and percentage of events caused by Known Errors or open Problems

Number and percentage of duplicate events

Number and percentage of performance related events

Number and percentage of events that impact availability

Number and percentage of events by type and by platform

Number and ratio of event to Incidents

Number and percentage of misconfigured events (“false” alarms)

Number and percentage of events reduced by correlation


Other Factors

Control Objectives - Without sufficient controls and associated measurements in place, there is a risk that an organization will not be able to meet defined Service Level Agreements (SLA). Missed SLAs can contribute to increased downtime, customer dissatisfaction and ultimately loss in revenue.

Policies - Policies may need to be defined or revised to ensure compliance to the defined process. A defined policy reflects the organization’s buy-in and stresses the importance of adherence.

Reports - Reports should be considered so that desired data is built into the process. Then, at the end, the reports can be created and distributed at the desired frequency to the appropriate audience.

Strategy - It is key for your organization to define and understand what it is that you want to accomplish. What does success look like? What is the expected value of the initiative that can help guide every discussion and decision to ensure that value is realized?

A process diagram and work instructions can integrally tie your process to the OMi software so that event management is effective and efficient in your organization.





Ongoing Accountability – As with any process, the accountability for it ensures that the process remains effective and is continually improved to remain relevant for your organization. Accountability must be clearly defined with a single owner to ensure proper governance.

Communications/Awareness – To effectively transition both the Event Management process and the OMi software, don’t underestimate the importance of making the impacted organizations aware of the effort well before implementation time. This helps to gain cultural buy-in which is necessary for changes in organizational behaviors.

Training – Strongly suggest attending HP sponsored OMi training course(s)

Elevated Transition Support – Regardless of existing support contracts in place, Whitlock will provide “Adoption Kit Customers” with an enhanced level of support to ensure customer team is able to transition smoothly to OpsBridge *(includes items currently under Whitlock support or any custom developed work by Whitlock from the migration e.g. event enrichment, modeling, integrations, etc.)

Additional ad-hoc consulting available via Whitlock ValueFirst Call Support Services


The Outcome


Event Process Benefits

Benefit Description

Improved service

availability

Event management and auto operations tasks

improve availability by responding faster to events

and alerts with reduced operator intervention

Improved operational

efficiency

Reduced operator intervention

Better fault analysis Better data is available to isolate faults

Enable predictive failure

analysis

Data is made available to create fault models for

predictive analysis

Enable availability and

capacity planning

Data is gathered for availability and capacity

planning processes

Correlation of events to

improve root cause

analysis

Event data can be used to correlate outages and

provide information required for root cause

analysis


Event Process Benefits Con’t

Benefit Description

Link events to IT and

business services

Event data can be used to correlate outages

and provide information required for root cause

analysis

Reduced need for expensive

and resource intensive real-

time monitoring

Event Management makes it possible for some

types of automated activity to be monitored by

exception

Productivity gain through

high system availability

Business users will gain productivity from

reduced down time where events are detected

and resolved prior to or shortly after user impact

Operational efficiencies and

reduced costs

Human resources can be reallocated to

innovative work such as designing new or

improved functionality or defining new ways in

which new technology can be exploited for

increased competitive advantage.


The OMi Interface

• HTML 5 dashboards

• 10x fasternavigation

• New KPI-over-time shows service health in IT time


Analyze the Return on your

OpsBridge

Built in dashboards

New ROI dashboard

Cross-domain reports

Mobile interfaces


Contact Information

Whitlock

http://www.whitlockis.com

Jeff Jamieson

[email protected]

410-336-6392

http://whitlockis.com/

mailto:[email protected]


APM Practitioners Forum Call

Join us to share real world conversations regarding

HP BSM implementations.

The next call is on Thursday, September 24, 2015

at 11:00 AM EDT / 17:00 CEST

More information and registration:

http://www.vivit-

worldwide.org/events/event_details.asp?id=671730

&group=

http://www.vivit-worldwide.org/events/event_details.asp?id=671730&group=


HP Discover 2015 London

Save the Date: 1 – 3 December


Thank you

www.vivit-worldwide.org

http://www.vivit-worldwide.org/

© Copyright 2015 Vivit Worldwide© Copyright 2015 Vivit Worldwide

Documents

OMi 10 Best Practices Approach - cdn.ymaws.com€¦ · © Copyright 2015 Vivit Worldwide Other Factors Control Objectives - Without sufficient controls and associated measurements