CMG Brasil 2011 Keynote por Adam Grummit

KeynoteCMG Brazil 2011

# 1 of 16CMG Brazil – Sao Paulo 18 Aug ’11

The Computer Measurement Group is a not-for-profit, worldwide organization of IT professionals specializing in Performance, Capacity and Service Management

Adam GrummittMA, C. Eng, MIEE, MBCS, CITP

- Founding Director of Metron- Director of CMG (USA)- Past chairman of UKCMG- Past member of itSMF UK executive sub-committee

[email protected]


# 2 of 16CMG Brazil - Keynote

• Performance, Capacity & Service Management is a Good Thing• Sellar and Yeatman summarized 2000 years of confused

schoolboy UK history in 120 pages in 1066 and all that• “A Memorable History of England, comprising all the parts you

can remember, including 103 Good Things, 5 Bad Kings and 2 Genuine Dates”

• I have tried to summarize 30 years of ITSM Capacity Management into a book of 200 pages, identifying some Good Things and many Bad Things.


# 3 of 16Brazil

I first thought of the great Amazon forest, fantastic beaches, top soccer players, Carnival fun

The web advises me that Brazil is:•5th largest country by area and by population•200M people on 8.5M sq Km (22.5/sq Km)•7th largest global economy based on GDP•One of the fastest growing with > 5% growth in GDP pa•Predicted to move into top five in years to come

Brazil has 5 companies in Forbes Magazine global Top 100•Petrobas (gas & oil)•Vale (mining)•Itau Unibanco (banking)•Ambev (beverage)•Banco Bradesco (banking).


# 4 of 16GB & Ireland

Very approx population in Millions

1800 1900 2000

GB 10 40 60

Ireland 5 5 6

•I come from Ireland and have worked mostly in the UK•Ireland has 6M people on 70K green sq Km (60/sq Km)

-ROI has 0 companies in Forbes top 100 (BOI is #271)-I live in Clare which has 30/sq Km or 1 per 8 acres)

•UK has 60M on 250K sq Km (244/sq Km) on 10% developed land-Has 9 companies in Forbes top 100


# 5 of 16Metron & Athene

Metron Total focus on Capacity Management Over 350 years of CM experience & over 300 global customers Founding Partner in ITIL & UKCMG 25 years ago

Athene Target: UNIX (inc Linux), Windows, z/OS, VMware Platform: Windows Data collectors – OS, RDBMS, user-defined CDB = Athene DB with Performance DB and Custom DB Applications: Alarms, analysis, advice, publishing, modeling…

Consultancy Strategic studies (ITSM capman strategy, gap analysis…) Tactical projects (Athene localisation, call-off…) Support PACS (Server consolidation, Healthcheck…)

Training ITSM Capacity Management Practitioner and in Practice Athene (SysAdmin, Performance, Planning …)

AtheneAthene


# 6 of 16UKCMG & ITSM

UKCMG – The independent ITSM User Forum, sharing best practices and experience in capacity management of enterprise IT infrastructure

IndependentThe group is independent of particular hardware, middleware and software suppliers. It relates to the discipline of capacity management on all platforms and domains.

ITSMThe group includes experts on service, server, performance and capacity optimisation, as well as communications and testing, in both technical and managerial roles.

UserAlthough ‘user’ is in the title, the group is made up of users, outsourcers, contractors, consultants and vendors who meet and contribute on an equal footing.

ForumThe group meets at a number of events, including an annual conference, masterclasses, regional meetings and an annual forum in the Autumn.


# 7 of 16ITIL & ITSM

• V1 40 booklets by CCTA in the 80’s, V2 take-off by OGC in 90’s, V3 turn-off• Metron key contributor to initial Demonstrator• IT Infrastructure Library V2 - books & descriptions

– Service Support & Service Delivery– Business Perspective, Infrastructure, Dev’t, Security & Service Management

• V3 Service Life Cycle: Strategy, Design, Transition, Operation, Improvement• Good practice for ITSM, base for ISO/IEC 20000• Key messages: ‘adopt & adapt’, ‘take it or leave it’• OGC owns it; TSO prints; itSMFI keeps; APMG QAs; APMG, ISEB, EXIN, et al

examine, many take Foundation pin badge few take higher levels.• If re-done now it would all be free PDFs with no exam hyperstructure• itSMF - the IT Service Management Forum for users with > 50 global chapters• ITSM, ITSM Library & Portal (Van Haren)• NOT ITIL by Brian Johnson (who wrote much of ITIL V1) & Paul Wilkinson• ABC of ICT by Paul Wilkinson (Attitude, Behavior and Culture)• Real ITSM by the ITskeptic (Rob England)• Aale Roos IM, Ian Clayton BOK and other healthy satirists/skeptics/cynics.


# 8 of 16Survey - This glass is?

• Half full?

Optimist or service provider• Half empty?

Pessimist or service consumer• Both?

Consultant or pedant• Can’t tell from evidence

Lawyer or engineer• In need of filling

Lush or Irish• Twice as big as needed?

Capacity planner

Acknowledgements to Brian Johnson and Paul Wilkinson for use of the next couple of their slides and cartoons – they are the author and artist respectively for the much-loved ITSM from hell - Not ITIL.


# 9 of 16Business view of ITSM

Key issues:• internal processes• insight into costs• lowering costs• customer focus

Output Focus

Goal Alignment

Customer Focus

Service

Change Programme

Business Demand

Approach

Attitude / Trust

Communication Issue

Technology Focus

IT Growth

ICT thinks in terms of systems

Lack of business knowledge

Lack ofIT leadership

Unclear ROI or business case

Poor communications,expectations management

& change management

Lack ofICT knowledge

Lack of effectiveICT governance

Findings of the itSMF SIG Business-ICT alignment


# 10 of 16Common approaches to ITSM

ITIL

for thesake of

ITIL ITIL

to the letter

The greattoolhunt

The

paperchase

IT’IL be alright on the night!...

Output Focus

Goal Alignment

Customer Focus

Service

Change Programme

Business Demand

Approach

Attitude / Trust

Communication Issue

Technology Focus

IT Growth

“a fool with a tool is still a

fool…”

“the sleight of

hand”

“garbage in, garbage out…”

“That’s what it says in the

book”

Avoid:Super-hero (sysprogman)Paralysis by analysis (ITIL)Process perfectionist (BPR)Instead:Just DO IT (Real ITSM)


# 11 of 16Deming cycle (ideal/real for ITSM?)

EffectiveQuality

Improvement

Consolidation

Maturity

Time

PLANACT

DOCHECK

ITIL V3 CSI 5.5.1Plan

goals and measuresgap analysisnext actions

Doproject to implement

Checkre-measure and audit

Actdecide on statusconsolidatetimeline for next cycle


# 12 of 16

S Strategy S Design Transition Operation Improv’t

Financial M

Demand M

SLM

SPM/SCM

Capacity M

Availability M

Change M

Release M

Configuration

Problem M

Incident M

Continuity M

Security M

Event M

Request M

Access M

S Reporting

7 step CSI

S Measure

Supplier M

Evaluation

Validation

Planning

Asset M

Knowledge M

Technical M

Application M

IT Ops M

Service Desk

Process?

Function?

New in V3

In V2 & V3

Changed in V3

Intro

ITIL v3 – Knot ITIL


# 13 of 16Six Top Entities/Processes (steps)

Delivery

do itStart, deliver, stop

Bug?diagnose it

Assets

with whatCMDB, CDB…

Finance

do whatSLA, OLA…

Efficiency

do it wellAvailability, capacity…

Change

correct itCAB…

YN


# 14 of 16Knot ITIL: Six steps applied to ITSM

Delivery

Bug?

Assets FinanceEfficiency

Change

ITSD Management of:

Performance & Capacity

Service Levels

Continuity

Availability

Supplier

Finance…

ITSO Management of:

Incidents

Problems

Events

Configuration

Security

Access…


# 15 of 16

Service LevelTarget

CostBudget

ServiceWorkloadDemand IT

ResourcesSupplied

Too muchToo little

Too good Too bad

Business

Demand

Development

ApplicationInfrastructure

Framework

Capacity management balance & tasks

CapacityManagementDiagnostic monitoring and metrics

Event & Bottleneck analysisAccounting and chargeback

Consolidation, FM, outsourcingVirtualization, Clouds

Load balancingSystem tuning

Device patterns, usageProcess pathologyanomaly detection

Domain and applicationarchitectural expertise

Workload characterization

Performance optimizationPerformance engineeringApplication sizing, testing

Business demand:Effective SLAs, BMIsUseful service forecasts

Current performance:analysis, alerting and reporting

Past performance:trending and reviews

Future capacity:workloads & capacity planning


# 16 of 16

Perfection

ITILITSM

Pandemonium

ProcessProcedures, Practice

Plans, Projects, Protocols

Pric

eP

riorit

ies,

Pro

fit, P

lane

t

Products

Platform

s H/W

Product tools S

/W N

/W

ITIL (com)promise

PeoplePersonnel, Partners

Politics, Policies, Psyche

Purpose

Paul WilkinsonABC card deck

See you at CMG'11 See you at CMG'11 Dec 5th - 9th, 2011Dec 5th - 9th, 2011

Washington, DC, Washington, DC, USAUSAwww.cmg.orgwww.cmg.org

CMG Brasil 2011 Keynote por Adam Grummit

Technology

Transcript of CMG Brasil 2011 Keynote por Adam Grummit