IT Management, SimplifiedReal-time IT management solutions for the new speed of business

ways to align IT to Business

with Claire Brereton

Make IT a game-changer

About ClaireClaire Brereton is a IT strategy, governance and IT service management consultant. She works with clients of all sizes to build their IT capability. She is an Australian national representative on global IT governance and service management standards, and director, itSMF Australia. She is based in Brisbane, Australia.

She was honoured with the title of Fellow of the Australian Computer Society (FACS) recently.

Email: claire@breretonconsulting.com

Skype: clairebrereton

Web: www.breretonconsulting.com

You will Soon Discover

1.Benefits of IT and business alignment

2.Eight ways to align IT to business

3.The importance of managing your IT infrastructure

4.Some case studies on effective IT management

5.Effective IT management solutions from ManageEngine

Is Your Wheel Aligned?

If your business were your car, your IT is undoubtedly the wheels. So if your business

starts to underperform, it may be time to check your IT and business alignment.

The Benefits of IT and Business AlignmentThe National Computing Centre of the UK identifies 8 main benefits:

- Reduce costs

- Standardise processes

- Enhance productivity

- Improve workflow and communications

- Sustain repeatable service levels

- Improve risk control mechanisms

- Implement new business strategies

- Facilitate organic and acquisition-driven growth

Gain competitive advantage by making technology work for you

Ways to Align IT to Business

1. Create Your IT brand

• The IT team must deliver on its promises every time

• Develop the IT service catalogue as a means to build brand equity

• Link brand attributes to the associations in the customer’s mind

IT team must build trust

Bra

nd

Eq

uit

y

Attributes

Identity

Associations

2. Be Social to Engage• 89% of Australians own an account on social networks (Statista.com)

– 81% on Facebook

– 42% on Twitter

– 30% on Google+

• Social media influences purchasing decision of 35% of people (Gallup.com)

– Tourism Australia has 6m followers on www.facebook.com/seeaustralia

• Analyse where the target audience goes, the growth of different demographics, and percentage of customers accessing social media through mobiles

Use social media to listen and interact with customers

Social media can give negative publicity

Agility through Social

3. Proactively Support Mobile

The Mobile revolution is only going to get bigger and bigger

• 1.62 Billion mobile devices in the workplace by 2016 (Rapid7)

• 85% of organizations will allow employee-owned devices by 2020

(Gartner)

• 21% of productivity gains comes from BYOD (Cisco)

• Decide which employees get mobile access

• Decide what data employees can access

• Decide what type of devices can be used for access

IT security and asset management are critical

4. Use Big Data to Drill Down to the Small Things

• Australian companies spend more than $50 Million per company on big data (Australian Business Review)

• Three companies that successfully use big data:

– Woolworths: analysing online and in-store spending habits

– Commonwealth Bank: targeting customer sales through analysis

– Telstra: marketing and customer service

• Big data can increase operating margin as much as 60%

Big data can be a competitive advantage

5. Show the Value of IT Projects

IT spending is an investment to achieve business goals

• Quantify the benefits (and costs) of

IT projects

• Take account of indirect gains

from:

- Employee productivity

- Customer satisfaction

- Collaboration

• Set screening percentage

thresholds

• Facilitate investment prioritization

Calculating Your ROI

ROI =

(Present Value of all expected benefits) X 100

(Present Value of all expected costs)

6. Move Fast

• Move IT projects at a fast pace to create business impact in the shortest possible time

• Be an early adopter of technology gain a competitive advantage

• Measure project deadlines in days and not months

• Use service management to • Implement changes successfully

• Resolve incidents quickly

An agile and fast business wins against competition

7. Become a Cloud Authority

• Netflix is the most famous success story on the cloud– 33% of all prime-time web traffic in North America

– Launches in Australia March 2015

• Private, Public and Hybrid clouds– Private: greater security and compliance (banks and government)

– Public: Pay-as-you-go policy (start-ups)

– Hybrid: companies with both sensitive and non-sensitive information (Internet service provider)

• Achieve up to 2.5 times more gross profit than competitors by using the cloud (IBM study)

Focus on core competencies by outsourcing to the cloud

8. Take on Shadow IT

• Shadow IT– Short-term benefits for departments

– Leads to inefficiencies, wasted time, and security risks

– An integrated IT system enables different departments to come together

– Work towards a common goal and towards success

• Goal is to eliminate – only possible through gaining a trusted service provider relationship

A streamlined and lean IT system for organizational success

1. Create your brand

2. Get social

3. Support mobility

4. Big Data

5. Project Value

6. Speedy

7. Cloud authority

8. Conquer the shadows

Ways

IT also needs to be managed efficiently so that it can transform your business

Background

• 8,000 students and 1100 faculty

members

• 200 buildings on 500 acres

• Over 1000 switches and access

points

• Network devices from multiple

vendors

Business Challenge

• Vision: Achieve the highest levels of

distinction in the discovery and

transmission of knowledge and

understanding

• Provide state-of-the-art computer

systems, internet access and network

to support research and undergrad

teaching

Maximise network uptime

Case 1: A Leading University

Availability ManagementThe university had to keep the following in mind

There are 4 major facets of availability management

• Does the service perform at agreed levels when required?

Availability

• Does the service perform its agreed function without interruption?

Reliability

• How quickly can the service be restored after a failure?

Maintainability

• Does a third-party supplier meet all terms of availability, maintainability and reliability?

Serviceability

In a time-scale of 24 hours

00:00 24:00

• Companies have to set a availability target

• If 2% downtime is acceptable

• If there are 20 minutes of downtime, the SLA is not

violated, but

29 minutes of downtime is OK in a day. Anything

more is a violation of the SLA

29 Mins

5 Mins 3 Mins 3 Mins 3 Mins 6 Mins

Now, there is an outage every 4.8 hours Reliability is low

Both availability and reliability are critical

Availability Management Concepts

The Right Solution

Provide the best experience for students and faculty

• Efficient event management

• Receive syslogs from network devices proactively

• Email and SMS alerts

• Log a ticket into ServiceDesk

• Visualize the network

• Troubleshoot latency issues

• Identify network devices with highest latencies

• Identify paths with high round-trip-time

• Analyze network traffic

• Identify if the problem is with the network or application

• Know which user or application is using most bandwidth

• Analyze the percentage of unproductive traffic

• Automate network change and configuration management

• Take regular backups of network configurations

• Schedule configuration updates

• Push configuration changes to multi-vendor network devices

Background

• Operations across the world – 1000s of

branches

• Two primary data centers – UK and Australia

• Servers – UNIX, Windows, Linux, Solaris

• Critical web applications hosted on a

WebSphere Application Server

• Loan processing, account creation and

approval, B2B transactions are web

applications

Business Challenge

• One extra second of latency in application

delivery decrease revenue by 10%

(Techcrunch)

• Quick customer handling and high employee

productivity

• Be proactive and ensure WebSphere Servers

are functioning

• Maintain 99.5% of uptime for mission critical

applications

• Best service to all stakeholders:

- WebSphere Admins, Oracle DBAs,

Server specialists, Line of Business

Managers

Proactive monitoring of mission critical applications

Case 2: A Leading Bank

Applications Management at the BankThe bank had to ensure:

• Better Employee Productivity

- Poor response times for business critical applications impacting on employee morale

• Meeting of promised SLA commitments

- Ensure critical applications perform as expected

- Monitor all end-user applications

• THROUGH Proactive diagnosis and resolution of Issues

- Visualize performance degradation before end users complain

- Make quick changes in the infrastructure when needed

- Understand interdependencies between different applications

Connect application performance to business success

Monitor performance on both physical and virtual systems

Monitor a Range of Applications

Supporting monitoring

Application reactive and

proactive management

Deliver application

services as per SLAs

Application Service Level Management

Application Performance Monitoring

Application Server, Web server monitoring

Database monitoring

Application Performance

Troubleshooting

End User Experience monitoring

The Right Solution

Proactive planning, design and improvement of performance

• Proactively discover and monitor business applications

• Automatically discover application servers, servers, databases, web services, transactions, virtual resources and cloud apps

• Group applications and monitor as a single unit

• View performance attributes and create custom dashboards

• Powerful reporting

• Turn data into information

• Help Line of Business Managers. E.g. Loan Application Managers

• Capacity planning

• Performance Management

• Decide what metrics to measure. E.g. response time, resource availability

• Fault management and root cause analysis

• Resolve application faults proactively before the end user knows

• Notification of problems through SMS and email

• Automate resolution by executing corrective scripts based on threshold violations

• Identify performance bottlenecks and reduce time spent analyzing problems

Background

• Nova: Iceland’s first purpose-built 3G

mobile network.

• Deployed a robust security

infrastructure containing variety of

firewalls and intrusion detection

systems

• Company was keeping administrative

passwords in an Excel sheet

• 35 administrators

Business Challenge

Zero tolerance on security laxity

Case 3: Leading 3G Mobile Service Provider

• Security available for EXTERNAL

threats, but a need to rule out

INTERNAL breaches

• Administrative passwords gave

unlimited privilege on the network

infrastructure

• Admins should access only those

passwords that are relevant for their

job

• Threat of data loss (Excel file)

Information Security Management

Align IT security with business security

• Information is available when required

• Business transactions and information exchanges can be trusted

• Information is accurate and protected against unauthorised modification

• Information is disclosed only to those who have a right to know

Confidentiality Integrity

AvailabilityAuthenticity

Information Security Policy• Use and misuse of IT assets

• Access control

• Password control

• Email

• Internet

• Anti-virus

• Document classification

• Information classification

• Remote access

• Asset disposal

• Records retention

The security policy should be comprehensive

The Solution• Centralized password vault

• Store all passwords in a centralized repository

• Well-defined ownership of passwords

• Restricted access to passwords on need-to-know basis

• Password access control

• User needs access to shared password• Request Approval Password checkout Exclusive use Password

checkin

• Workflow is followed

• Restrictions are based on predefined user roles

• Privileged session recording

• Clearly track what users are doing• Video record, archive and playback to support forensic audits

• Session shadowing enables real-time security

• High Availability architecture and live backup

• Uninterrupted access to enterprise passwords through a secondary server

• Scheduled and live backup of entire database for disaster recovery• Secure offline access

Safeguard the business and also meet regulatory requirements

IT Management, SimplifiedReal-time IT management solutions for the new speed of business

Applications for

Business, Collaboration,

and Productivity

Enterprise IT

Management

Solutions

Network

Management

Framework

(Est. 2005)(Est. 2002)

(Est. 1996)

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