©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
Session ID: BTOT-WE-1730/2 Twitter hashtag #HPSWU
©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
9 Cool things in HP Business Service Management 9Application-aware service health management
HP Softwareand Solutions
op t imi z e
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s u ppo r t
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Chane [email protected] Software, BTO Products, Director
Agenda1. Business Service Management, part of HP’s Unified
Operations
2. HP’s Leadership
3. 9 Cool things
4. Why HP
4
Virtualization, cloud and sourcing are increasing complexity and rate of change
IT Today – Highly Complex, Highly Human Based
Collaboration• Complex hand–offs• Problematic
integration• Minimal process
controlReactive vs Proactive• Users calling help
desk• Issues when systems
OK• Firefighting &
burnout
Operations Silos• Fragmented visibility• Conflicting
objectives• Many versions of
truthComplex Sourcing
• Overlapped outsourcing
• Hard to determine SLAs
• Conflicting priorities
5
optimize
resources befaster
support
businessm
ulti-source
HP Unified Operations SolutionThe Four Pillars of IT Operations
Resource and PortfolioManagement
Application-aware ServiceHealth Management
Release, Provisioning, and Change Automation
Self-Service Request Processing
Sust
ain
ed C
om
plia
nce
1
2
3
4
6
Basic enterprises• Silo-ed health management
• No service dependency model – no “single version of the truth”
• No user experience view – use customers as monitoring devices
• No integration between monitoring and service desk
• No automated remediation
Fundamental role of Business Service Management (BSM)Application-Aware Service Health
7
User perspective monitoring Simulated, real, location dependent, transaction tracking
Converged fault and performance management
Services, applications, software, systems, storage, network, cloud
Automating event management Streamlining the event “detect – troubleshoot – resolve”
processActionable items from noise on collaborative platform
Delivering the right data, right team, right context
Next-generation application-aware service health
HP Business Services Management
All under-pinned by a discovered service dependency map
8
Busi
ness
Im
pact
Connecting IT to Business
What is Business Service Management?
Business Services
Applications
Software
Infrastructure
ITIL v3 Business Service Management is: An approach to the management of IT services that consider the business processes supported and the business value provided
Agenda1. Business Service Management, part of HP Unified
Operations
2. HP’s Leadership
3. 9 Cool things
4. Why HP
10
HP’s BSM Leadership Foundation
HP invented network and operations management about two decades ago
HP has invested $8 billion to acquire market leaders in application management, automation and security
Industry leading solution with over 10,000 BSM customers
11
HP’s BSM Leadership Today
HP leadership in operations management
GartnerJuly 2009
12
HP’s BSM – APM Leadership Today
HP leadership in application performance management
GartnerFeb 2010
13
HP Business Service Management 9 Investment Themes
SIMPLIFY MODERNIZEFUTURE READY
Integration 30+ patents pending 900 man-years
14
Proven Customer Results – Boeing
– Boeing Communication Systems
– Call center CRM application
– Using HP’s application availability suite from 2005 to 2010
– IT direction:• Establish a APM Center of Excellence
• Proactive management of 160 applications and growing with a staff of 6
Incident resolution resources decreased 98%From 78 staff months to 1.4 staff months ($880K)
Mean time to resolution dropped 90%From 10 hours per incident to 1 hour
Hours of user downtime dropped 96%
Agenda1. Business Service Management, part of HP Unified
Operations
2. HP’s Leadership
3. 9 Cool things
4. Why HP
16
HP Business Service Management Architecture
Business Service HealthEvent Consolidation | SLM | Reporting | Dashboards
Shared Services Foundation3rd Party Adapters | Agent & Agent-less | Run-Time Service Model (UCMDB)
ApplicationManageme
nt
NetworkManageme
nt
StorageManageme
nt
SystemManageme
nt
Datacenter SaaS Cloud Desktops Mobile
17
Service maps are used to link business processes to their IT components
What is a Service Model
Conceptual topology•This is an easy to understand view
Real views have•Multiple CIs (configuration items) at every level•E.g. multiple transactions, clusters of servers, virtualization, …
Business Service - Retail BankingBusiness Application - Online
Bank
Network
Windows Server
WebLogic Server
J2EE Application - JavaProg
Business Transaction Flow - Transfer
Business Transaction – To Checking
DiskCPU
18
Unique in the industry
Leveraging the BSM Run-time Service Model
Operational data store for decision making• Faster problem isolation for reducing mean time to resolution
Dynamic model for dynamic enterprise• Automatic updates from near real-time data sources
Authoritative data sources• Model contains actual state
Run-Time Service Model
BSM event & topology collectors
UCMDBSynchronization
Federation
19
BSM 9 Platform
BSM Run-time Service Model
Web Servers
Backend Mainframe, CICS,
Database
Application SAP, Siebel, Oracle
J2EE, .Net
MiddlewareJMS, MQ
Internet & Intranet
CorrelationClassificatio
n
+CMDB
Near Real-time
Unified
Unique
Synch
20
Busi
ness
Im
pact
View of a Run-time Service Model
Business Services
Applications
Software
Infrastructure
21
Common BSM Platform to Reduce TCO
Reducing training costs with a consistent modern
GUI
• UI standards• Alerting• Downtime
CoreServices
• Event channel• Run-time service
model• Integration adaptor
Lower cost integration with unified data channel
Data Services
Reduced time to valueusing common services
• Install• Single sign-on• User management
Foundation
Services
22
Comprehensive Automation– Automation across the
entire issue lifecycle
– Leverage subject matter expertise to Operations Bridge team
– Automation within products
– Automation across products
– Automation outside of HP BSM solution
24
Efficient use of IT ops team
– One console for current and future environments• Application, server, network, storage …
• Physical, virtual, SaaS, cloud …
– Availability, performance, impact & health
– Secure, seamless monitoring for all of your world
Converged Operations BridgeExternal cloud
providers
Internal virtual/physical
External SaaS provider
Symptom or causeBusiness
priorityIT severity
Application
Software
Server
25
Manage service delivery from a end user perspective
– SLA & line of business perspective
– Monitor application performance and availability
– Proactive notification before real users are impacted
Application-aware Quality of Service
Business Service Availability User location Performance
26
Web Servers
Backend Mainframe, CICS,
Database
Application SAP, Siebel, Oracle
J2EE, .Net
MiddlewareJMS, MQ
Internet & Intranet
Unified Business Transaction Management
– Share transaction model• Simulated user activity
• Real user activity
• Transaction tracing activity
• Diagnostics activity
– Discovers transaction topology
– Captures business content
– Business process views
– IT problem isolation views
Transaction ID 000123
Order Execute Confirm
27
Web 2 mashup provides decision focused dashboards
– Web 2 mashup dashboard builder• Links context between windows
• Choose from library of components
• Add your own components to library
– Secure sharing of dashboards• Choose what and who to share with
– Interactive windows• Context sensitive menus and user actions
• Content updates without page refresh
– Filtering• Tailor content to problem or user domain
Easy to Customize Dashboards
HP BSM content
3rd party content
Content updated as selection
changes
28
Leveraging business impact to help prioritize IT response
– Easy to customize dashboard views for business users
– Provide real-time actionable business information
– Gets IT out of the business of creating monthly reports
Business Aligned Service Management
Service Level Tracking Business Impact
29
Access from anywhereiPhone Mobility Support
– Receive alerts
– Check status
– Investigate root cause
– Send email containing problem CI details
Agenda1. Business Service Management, part of HP Unified
Operations
2. HP’s Leadership
3. 9 Cool things
4. Why HP
31
Integrated top-down and bottom-up solution
HP Business Service Management
Top-down app performance management Bottom up infrastructure management
Reduced mean time to repair
+=
32
Why HP BSM in a Nutshell
• Continuous improvement for business service lifecycle
Agility
• Powerful, customisable role based dashboard providing actionable visibility
Transparency
• Gartner leadership in end user experience and consolidated events
Quality
• Heritage & innovation on model driven foundation with comprehensive automation
Optimization
• Shared UCMDB with Service Management to create a closed loop incident process
Integration
33
Virtualized • Resilient • Orchestrated • Optimized • Modular
Why HP?
We build it Leading data center design company
We power it With leading servers, storage and networking
We design it Expertise in application architecture & frameworks
We automate it With virtualization and management software
We secure it Through HP Secure Advantage program
We support it With tens of thousands of IT professionals
We govern it HP wrote the books on service management
We measure it HP can measure the fiscal impact of services
We deliver it Through purchased, financed, outsourced, cloud
Continue the conversation with your peers at the HP Software Community hp.com/go/swcommunity
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