ItSMF Norway Sep 2010 More for less in a lean, mean, green, virtualized ITSM world using capacity...

itSMF NorwaySep 2010

More for less in a lean, mean, green, virtualized ITSM world using capacity

management best practice

More for less

[email protected]


Summary

1. More systems2. Less resources3. Lean, mean & green4. Virtualised5. ITSM world – SDLC & ITIL6. Capacity Management best practice

•Objectives; tasks•I/O; CDB; activities•Deliverables•Monitor & analysis; publish, trend & advise•Capacity Plan•Mapping; distributions & queues•Forecasting; modelling example•CMMI; gap analysis•Pyramid of needs.

CapacityManagement

forVirtual

SystemsMasterClassV001

#3

of30


Survey – Do you use these acronyms?

• ITIL, ITSM, itSMF, itSMFI, itSMF UK, ITSML library

IT infrastructure, Service Management, Van Haren• CMG, UKCMG, EuroCMG, CECMG, CMGAE, CMGI…

Computer Measurement Group• SDLC, BPR

Software dev life cycle, Business Process Re-engineering• CMMI, Six Sigma, Balanced Score Card, TQM, TQFM

Maturity model, lepto-kurtosis, process quality, ISO 9000• Sox, Cobit, Basel II

Process audit and governance• BCS, NCC, ISO/IEC 20000

Good practice, ethics, standards, certificates, pin badges.

CapacityManagement

forVirtual


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More systems that have more:• Critical business requirements

– IT service and web front end essential to delivery• Users - Business customers, end-users and clients• Services - Business customers’ view of applications• Architectures - abstraction, virtualization,

consolidation• Tiers & pools

– Web GUI, message handler, app server, warehouse…• Applications

– Developments in-house, off-shore, packages…• Servers

– Machines, nodes, CPUs, RAM, networks, storage• But what is actually achieved in a business sense?

CapacityManagement

forVirtual


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Less resources and less:

• Overhead – IT infrastructure and services• Finance –budgets cut• Sites – consolidated data-centres• Staff – cutbacks• Spare capacity – headroom, duplex, DR, non-stop• Physical servers – virtualised and consolidated• Expertise – less experience and less training• ‘Inefficiency’, but at what cost to:

– Consistent, effective provision of essential services– Increased risk of performance crises.

CapacityManagement

forVirtual


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Lean, mean & green• Lean - Focus on key objectives and core activities• Adopt 80/20 rule – identify busy services/users/servers• Exploit spare capacity, minimise headroom• Identify how much more traffic can be supported safely• Define and agree measurable SLA performance criteria• Virtualize infrastructure to avoid procurement by project• Mean - Optimise on current investment/reduce licences• Green - adopt solutions that are environmentally neutral• Centralise to minimise on wastage & reuse heat output• Use fewer, more powerful servers to reduce aircon needs• Reuse old machines – cascade to good causes• Grid and cloud computing…• Capacity on demand, use power when really needed…

CapacityManagement

forVirtual


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Virtualised

Software-only:

VMware GSX

MS Virtual Server OS-virtualization:

ESX, Xen, Hyper-V, para-

virtualisation, grid, sysplex

z/VM, hyperthreading

(Intel VT, AMD V’n, IBM PowerPC

Software Microcode Hardware

Overhead Difficulty of creation

& frequency (Hz)

LPARs (HP, IBM, Sun)

Fairshare, timeshare

CapacityManagement

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SDLC – Development Life Cycle

Systems or service or Software Deliverables

Feasibility Requirements TOR, Scope, PID, SOR

Analysis Architecture Functional Spec

Design Design SPE, System spec

Implementation Implementation Program spec, modules

Testing Testing system, , load, trials

Deployment Maintenance pilot, production, fix, retire

Steps: Review, Feedback, Prototype, CyclicRoutes: Waterfall, Iterative, ScrumPriorities: Project versus Process, Panic versus Procedure.

CapacityManagement

forVirtual


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ITIL V2 & V3 Processes & Functions

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

CapacityManagement

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Six top entities/processes (6 steps)

Do itStart, deliver, stop

Operations service

Bug?Repair

AssetsService Port/cat

CMDB, CIS…

CDB/CMIS

FinanceContracts

SLA, OLA,

budgets…

EfficiencyAvailability, Capacity,

Continuity…

ChangeRFC, CAB, Release…

YN

CapacityManagement

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6 steps applied to all of ITSM

Do it

Bug?

Assets FinanceEfficiency

Change

ITSD Management of:

Performance & Capacity

Service Levels

Continuity

Availability

Supplier

Finance…

ITSS/O Management of:

Incidents

Problems

Events

Configuration

Security

Access…

CapacityManagement

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ObjectivesObjectives DeliverablesDeliverables

Right level of service performanceRight level of investment & resourceResources matched to business needResolve bottlenecks, evaluate tuningForecast workload demandsEvaluate upgrade plansEnsure timely procurementsEnsure effective SLAPlan for growth, new apps, new sitesProvide performance assurance

Right level of service performanceRight level of investment & resourceResources matched to business needResolve bottlenecks, evaluate tuningForecast workload demandsEvaluate upgrade plansEnsure timely procurementsEnsure effective SLAPlan for growth, new apps, new sitesProvide performance assurance

Performance and capacity outputsDemand management criteriaBusiness Workload forecastsService workload componentsEvent alarms & thresholdsResource usage by domainCapacity plans and acquisition plansSLA targets and measures Application sizing assessmentsPerformance test reviews

Performance and capacity outputsDemand management criteriaBusiness Workload forecastsService workload componentsEvent alarms & thresholdsResource usage by domainCapacity plans and acquisition plansSLA targets and measures Application sizing assessmentsPerformance test reviews

“The provision of a consistent, acceptable service levelat a known and controlled cost”“The provision of a consistent, acceptable service levelat a known and controlled cost”

Capacity management objectives

CapacityManagement

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Capacity Management tasks

• Core– Past performance trending & reviews– Current analysis, alerting & reporting– Future capacity planning & publishing

• Related– Diagnostic monitoring, tracing & accounting– Load balancing & system tuning– Domain expertise and application– Program optimisation– Business requirement liaison– SPE, application sizing, load testing– Service Level Agreements and management.

CapacityManagement

forVirtual


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Capacity Management I/O

InputsInputs OutputsOutputsBusiness Capacity

ManagementBusiness Capacity

Management

Service Capacity Management

Service Capacity Management

Resource/Component Capacity

Management

Resource/Component Capacity

Management

TechnologySLA, SLR, OLABusiness plansIT plansDeploymentsDevelopmentOperationsBudgets…

TechnologySLA, SLR, OLABusiness plansIT plansDeploymentsDevelopmentOperationsBudgets…

Performance reports Capacity PlansBaselines & profilesBottlenecks, patternsSLA guidelinesThresholds, alarmsNew app sizingAudit, costs & charges

Performance reports Capacity PlansBaselines & profilesBottlenecks, patternsSLA guidelinesThresholds, alarmsNew app sizingAudit, costs & charges

Capacity Database

CDB/CMIS

Capacity Database

CDB/CMIS GoalsGovernanceGoalsGovernance

EconomyStandardsEconomyStandards

ControlControl FeedbackFeedback

OutcomeOutcome

ThroughputThroughput

CapacityManagement

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Reports(regular, ad hoc & exception) to and

from:SLM

ThresholdsAlarms Events

ChargingAudit

Business CMBusiness CM

Service CMService CM

Resource/Component CM

Resource/Component CM

Performance Reports and

Capacity Plan(s) to

intranet/email/ pager/paper

Performance Reports and

Capacity Plan(s) to

intranet/email/ pager/paper

Capacity DatabaseBusiness and workload volumesPlatform and middleware statisticsVirtualization statisticsHardware and RDBMS statisticsDetailed transaction statistics/ARMWeb/ intranet/ network trafficERP/User Application statisticsSLAs and new Systems sizing

Capacity DatabaseBusiness and workload volumesPlatform and middleware statisticsVirtualization statisticsHardware and RDBMS statisticsDetailed transaction statistics/ARMWeb/ intranet/ network trafficERP/User Application statisticsSLAs and new Systems sizing

Performanceactivities:MonitoringAnalysisTuning

Implement

Performanceactivities:MonitoringAnalysisTuning

Implement

DemandManagement:

priorities, quotas,

chargeback

DemandManagement:

priorities, quotas,

chargeback

Modellingworkload

forecastingand

characteriz’n

Modellingworkload

forecastingand

characteriz’n

Application sizing,

performance testing and

performance engineering

Application sizing,

performance testing and

performance engineering

Liaison with SLM & Development, test & QA,Business: metrics, plans, KPIs

Capacity management activities

Effective use of deliverables= outcome

CapacityManagement

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Monitor/analyse

CapacityManagement

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William Playfair’s dual axis histogram 1821

Early use of correlation – wages vs. wheat over 250 years

CapacityManagement

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Publish, trend, advise

CapacityManagement

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Florence Nightingale’s polar pie-chart 1857Crimean “coxcomb” in proportion to radius not arc

CapacityManagement

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Mapping business needs to resource demand

Service

Server(s)

Applications(s)

Transaction(s)

CPU RAM I/O N/W etc

Business

QoS, BMI

Metrics

Instrumentation

Service KPI

Drivers

Weight

Dashboard SLA

App ViewTrend/Alert

Publish

Model

Plan

CapacityManagement

forVirtual


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Distributions & queues

• Nature avoids normal distributions

R=S/(1-U) & S=1

0

2

4

6

8

10

12

0 0.2 0.4 0.6 0.8 1

U

R

• Computers abhor normal distributions- Normal as derived by Gauss/de Moivre

• Computers like exponential distributions- Typically a minimum value and a long tail

- Service times are typically exponential

- Inter-arrival gaps typically exponential

• Under typical enterprise conditions:- Large populations & no priority/ class mix

- N queue server, FIFO and exponential applies

- “M/M/N” analytical models apply

- Utilization U and Service Time S

- Response Time R = S/(1-UN)• And, in simple cases, if U=X% you will wait about

X% of the time

0

0.2

0.4

0.6

0.8

1

1.2

0 1 2 3 4 5 6 7

y=e-x

0

0.05

0.1

0.15

0.2

0.25

0.3

0.35

0.4

0.45

-4 -3 -2 -1 0 1 2 3 4

y= (1/* e-x2/2 & = 0 and = 1

R=S/(1-U) & S=1

0

2

4

6

8

10

12

0 0.2 0.4 0.6 0.8 1

U

R

CapacityManagement

forVirtual


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Knee?

R vs U plot for U=0 to U= 0.98

0

5

10

15

20

25

30

35

40

0 0.2 0.4 0.6 0.8 1

U

R

R vs U plot for U=0 to U=0.9

0

1

2

3

4

5

6

7

8

9

10

0 0.2 0.4 0.6 0.8 1

U

RR vs U plot for U=0 to U= 0.98 N=1,2,4,8,16

0

5

10

15

20

25

30

35

40

45

0 0.1 0.2 0.3 0.4 0.5 0.6 0.7 0.8 0.9 1

U

R

N=1 N=2 N=4 N=8 N=16

Response Time

0 0.5 1.0Utilization

Service Time

N > 20 or so

N = 5

N = 2

N = 1

CapacityManagement

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Forecasting options: mix and match

Mo

re p

ote

nti

al a

ccu

racy

an

d c

os

t

More Forecasting Effort

Trust the

Vendor

Trust the

Vendor

Discrete event Simulation

Discrete event Simulation

Do nothingDo nothing

Rules of thumb

Rules of thumb

Behaviour Patterns

Behaviour Patterns

Workload generation and

trials

Workload generation and

trials

Benchmarking and application

trials

Benchmarking and application

trials

TrendingTrending

Measurement & Analytical Modeling

Measurement & Analytical Modeling

Outsource itOutsource it

CapacityManagement

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Modelling example

CapacityManagement

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Charles Minard’s plot of Napoleon’s campaign

Tufte’s “top informative graphic”1812 Russian campaign graphic done in 1869Early use of line width to indicate bandwidth

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The Capacity Plan –Sections • Management summary• Introduction• Assumptions• Business scenarios• Service summary

–List and brief description of business services supported–Current and recent service provision and resource usage–Service forecasts of business volumes–Corresponding list of workloads & resource requirements–Workload Forecast Scenarios

• Resource summary–Forecasts - account of impact of workload requirements

• Options for service improvement–Description of options for required upgrades

• Cost model - quantifies finances for upgrades• Recommendations

–Business benefits to be expected–Potential impact of carrying out recommendations–Risks involved–Resources required–Costs, both set-up and ongoing.

Capacity plans should be:Short and clearAd hoc, periodic, annual?Per service, server or enterprise?Based on QoS, BMI, KPI or OLA?Maximum 40 pages per service?Max 2 page management summary?Right outputs on time to right people?Targets met and metrics measured?Produced as required and actioned?

Capacity plans should be:Short and clearAd hoc, periodic, annual?Per service, server or enterprise?Based on QoS, BMI, KPI or OLA?Maximum 40 pages per service?Max 2 page management summary?Right outputs on time to right people?Targets met and metrics measured?Produced as required and actioned?

CapacityManagement

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# CMMI ITSM CapMan Task %

5 Optimised bITa Business level Dashboard, CPM 2%

6 Measured ITSM Service level SLAM, cap plans 10%

7 Proactive Center Resource level CDB, Trends, web 30%

8 Reactive Tickets Analysis Utilization, uptime 55%

9 Ad hoc Help calls Monitor Ad hoc alerts 3%

CMP per app per site per stage

CapacityManagement

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Summary of gap analysis procedure

• Agree scope of study and checklist of targets– Enterprise Infrastructure, Service/App Portfolio…– Mainframe, warehouse, UNIX, Linux, Windows…– LAN, WAN, SAN, PAN, RDBMS, ERP…

• Define objectives, constraints, resources available• Assess versus relevant checklists for Best Practices• Review actual Capacity Management Practice (CMP)• Talk to the Capacity Management Team(s) (CMT)• Readily available reports collected for analysis• Interviews within a week to assess current activities• Review available evidence/ deliverables• Reveal gaps, identify SWOT and next steps• Snapshot report in a week for total focus on material.

CapacityManagement

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Risks, costs & benefits for CMP

• Risks– Over expectation of IT by customers– Too much hardware vendor influence– Lack of business information– Lack of human resources– Complex environment

• Costs– Procurement of required tools– Project management as required– Staff costs including recruitment, training– Accommodation etc– Liaison and interface with business, dev, QA etc.

• Benefits– Improved service provision at cost justifiable service quality– Services that meet Business, Customer and User demands– Increased efficiency – cost savings

• Deferred upgrade expenditure (cash flow)• Consolidation (maintenance/licences)• Planned acquisition (discounts)

– Reduced risk

• Fewer performance disasters (customers)• Fewer performance problems (users)• Longer Application Life-cycle (fewer abandoned apps)• Learning from previous experience, Good Practice

CapacityManagement

forVirtual


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Plan

App size

Model

Demand

Tuning

Analysis

Monitor

CDB

Disorder / Lack of control

Acquisition of relevant metrics / Context related knowledge

Monitoring & Basic Control

Basic pre-emption of Problems

Full Control

Optimal usage of available resources

Prediction

Dat

a C

aptu

re

Ale

rtin

gTr

endi

ng

Ana

lysi

s R

epor

ting

Adv

ice

Pla

nnin

g M

odel

ling

Pyramid of needs Potential

benefitto enterprise


More for less in a lean, mean, green, virtualized ITSM world using capacity

management best practice

More for less

[email protected]

ItSMF Norway Sep 2010 More for less in a lean, mean, green, virtualized ITSM world using capacity...

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