Post on 17-Jun-2020
© Copyright 2015 Vivit Worldwide
OMi 10 Best Practices Approach
September 8, 2015
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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
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Hosted by
Sandy Schubert
Director of ITOM Program Management
J9 Technologies
Business Service Management SIG Leader
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Today’s Presenters
Jeff Jamieson
Vice President
Whitlock Infrastructure Solutions
Paul Almany
VP of Technical Consulting
Whitlock Infrastructure Solutions
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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
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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
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Whitlock and ValueFirstTM
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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
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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.
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The Problem
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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
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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!
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OMi/OpsBridge Overview
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Polling Question
• Are you using Operations Manager today?
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Polling Question
• If so, are you planning an OMi migration in the
next 12 months?
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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
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Best Practices
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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
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Whitlock – OMi 10 Adoption Kit
ValueFirst Planning
OMi Technical Deployment
Event Process
Transition Support Plan
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Whitlock’s ValueFirst™ Methodology
Value
Goal Objective Capabilities Consumers
DiscoveryRelease Deployment Plan
Release Enablement Plan
THE VISION - THE PLAN - THE MAP!
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Technical Deployment Plan
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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
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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?
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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)
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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?
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Event Process
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Polling Question
• Do you currently have a formally defined Event
Process?
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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!
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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
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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
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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
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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
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Critical Success FactorsImprove IT Service Quality
KPI Metric
Improved Time between
Service Incidents
Number of events that were resolved in a
warning state
Improved Time between
Service Incidents
Number of events that were resolved prior to a
service outage
Improved Time between
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)
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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
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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
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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
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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.
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Transition Support Plan
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Transition Support Plan
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
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The Outcome
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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
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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.
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The OMi Interface
• HTML 5 dashboards
• 10x fasternavigation
• New KPI-over-time shows service health in IT time
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Analyze the Return on your
OpsBridge
Built in dashboards
New ROI dashboard
Cross-domain reports
Mobile interfaces
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Contact Information
Whitlock
http://www.whitlockis.com
Jeff Jamieson
jeff.jamieson@whitlockis.com
410-336-6392
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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=
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HP Discover 2015 London
Save the Date: 1 – 3 December
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