Software EMEA Performance Tour 2013€¦ · • Enable our customer service to become a...
Transcript of Software EMEA Performance Tour 2013€¦ · • Enable our customer service to become a...
Software EMEA Performance Tour 2013 London, UK 2 July
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Implementing a state-of-the art service management solution Ed Jackson, InTechnology
July 2, 2013
Our Mission Statement:
“To become the UK’s leading provider of Managed IT & Communications Services to mid-tier, multi-site businesses.”
ALL OUR MANAGED SERVICES ARE BUILT TO AT LEAST N+1 AND WE CAN MEET ALL IT & COMMUNICATIONS NEEDS... IN ONE PLACE…
What makes us so different:
A NEAR 30-YEAR PEDIGREE /
Over 500 customers throughout the UK, covering most industry sectors from Finance to Leisure.
InTechnology’s Customer Base
InTechnology – Cloud Products and Services
Network Services:
•Over 6000 managed DSL / DSL2 / DSL Max / 21CN DSL / 20CN DSL
•Over 2000 managed Ethernet and Firewalls / Next Gen 21CN Devices
•300 Core devices on owned nationwide Fault Tolerant 10GB MPLS Network.
•JANET authorised connectivity. N3 Connectivity to 6,000 Pharmacies, GP Surgeries & NHS Trusts.
Infrastructure Services:
•Over 300 managed physical servers located in 2, Tier 3 Data Centres compromising of Windows / Linux and Solaris, including Managed Applications, e.g. Exchange / AD / OCS / SQL Server
•Over 1000 Virtual Hosted Machines in the InTechnology Cloud.
Data Services:
•NetApps / EMC / ISILON - Including remotely managed filers and storage.
VOIP and PSTN Services:
•Managed CORE BroadWorks platform SBC’s, VG’s, IN’s and remote management of customer VG’s located in sites across Europe. 40000 IP phones located in UK and Europe.
Unified Communications:
•Push to Talk and PTX Service in Spain, Germany, Israel, USA
What does our ITSM / BSM solution manage?
BSM / ITSM Suite Early 2007
Service Desk
Building Management
System
Evault
NMIS
Insight Manager
Broadworks Voice System
Operations Manager
Network Node Manager
CMDB
HP BSM Suite HP ITSM Suite
External Systems
Internal / External Business Drivers • Customers now demand compliancy from MSP’s: ISO, PCI • Customers want industry recognised standards like ITIL, CLIP to be
implemented and to be confident of a comprehensive service • Tighter, industry driven service based SLA’s i.e. Time to respond • Increase revenue and reduce churn • Enable our customer service to become a differentiator from our competitors -
provide service excellence! • Need to support rapid growth while reducing costs - automation! • Requests for major incident plan as part of customers RFI’s • Provide customers with as much transparency as possible when providing a
service, through enhanced reporting and self service portals
• Consistency of data • Define authoritative data sources • Configuration items did not represent actual service • Integrate multiple and often bespoke systems • Only rudimentary structure in systems and people • Customer lists managed using excel! • Little statistical analysis • Chasing our tails/fire fighting • Little investment in service management tools • Culture – changing our behaviour
Challenges Faced / Initial Findings
• Consistent data across all systems with authoritative data sources • Implement fully automated Change Control Process with weekly CAB • Automated affected customer notification lists • Auto discovered configuration Items • Need to have a knowledge base • Improved efficiency • MOM (Manager of Managers) • Advanced correlation of incidents and root cause analysis • Ability to automatically provision and manage customers service end to end • ITIL alignment of incidents, problems, changes and uCMDB • Proactive Management – capacity planning / forecasting • Auto generated incidents • Scalable solutions for business growth and expansion
What requirements needed to be met
BSS authoritative on Customer accounts Customer contacts Sales opportunities Contracts Billing / invoices
OSS authoritative on
Device records Circuit records Config details Cabs & power
Affected customers lists Capacity planning Billing & service alignment Combined reporting Automated provisioning and decommissioning
Authoritative Data
Service Manager
TDB Federos
Asset Manager
NNMi
IPAM Circuit
Info
Device Record
Asset Number
EMC Smarts
Device Configuration
AX
Org and Contact
UCMDB
Host
Name
The key to InTechnology’s ITSM solution is an accurate CMDB
InTechnology’s Integrated ITSM Solution
NNMi
Operations Manager UCMDB
Service Manager
CMDB Asset
Manager
Release Control
TDB Federos
Microsoft AX
InfoVista 4.3
BT B2B
Affinity
BSM
ITSM
External EMC Smarts
NCM
1. CI Template created in AX or Federos pushed to Service Manager CMDB in status of build
2. CI is given Unique ID and asset tag by AM Set to “provisioning” status, part code and financials added from AX by ConnectIT
3. Device configuration built utilising Federos Orchestrator and pushed to device using EMC Smarts NCM. Once live on Network, IP and hostname sent to NNMi and loaded as seed. Passwords / Tacacs added to CI in SM
4. Discovered device data from NNMi is passed to AM by ConnectIT, reconciles against IP or Hostname
5. AM updates CI in SM using ConnectIT, CI data is completed and is automatically set to “installed.”
6. At installed status CI is added to HP Operations, and CI InfoVista tab is completed. CI checklist is completed and CI is set to “operational”
7. Once operational, generated incidents follow the CLIP process.
CL I P
Simplified overview on how we provision a new network service
CLI
P
NNMi - Interface description in 2nd column taken from InTechnology CORE device, matches the hostname in the CI in SM
Updates SM customer CPE CI with location / termination device / interface data
Affected Customer Example
From our bespoke reporting website an affected customer list is produced. Emails are automatically generated against either outages or planned works contacts on company / contact record in Service Manager
Automated Incident Example Incident Created in NNMi browser from polling or SNMP trap
Forwarded to OM. Auto -generated incident created. Annotation updated with incident ID
Automated Incident Example cont Incident created in SM against correct company and contact record. CI details Assignment Group, Priority and Urgency also added.
Triggers BT diagnostics test to B2B platform. Assignee Receives email when complete.
Diagnostic results are posted to IM record “BT Journal Updates” once completed.
Manual requests can also be made directly to BT’s B2B system anytime during the incident lifecycle
Automated 21CN Build Process CI is built utilising Federos and CI is created in Service Manager.
Federos and NCM builds the End-to-End device configurations and these are automatically applied to the CORE and CPE devices, once approved.
CPE configuration is pulled back to NCM for baseline, change and compliance reporting
CI in Service Manager handover TAB is completed and CI status is “Operational”
For network performance reporting – InfoVista TAB is completed and primary and service interfaces are configured
Devices are added to the InfoVista Portal for customers to view CPE performance metrics, such as Utilisation, QoS, IPSLA.
Automated 21CN Build Process Continued
Network Configuration Items Under Management: Jan 2011 – June 2013
85% increase in configuration items managed since Jan 2012. 13% reduction on incidents since Jan 2011.
Mean Time to Resolved
0
20
40
60
80
100
120
140
160
Mean Time to Restore Mar 2011 - Apr 2013 (Hrs)
0
5
10
15
20
25
Oct
-20
11
No
v-2
01
1
De
c-2
01
1
Jan
-20
12
Feb
-20
12
Mar
-20
12
Ap
r-2
01
2
May
-…
Jun
-20
12
Jul-
20
12
Au
g-2
01
2
Sep
-20
12
Oct
-20
12
No
v-2
01
2
De
c-2
01
2
Jan
-20
13
Feb
-20
13
Mar
-20
13
Ap
r-2
01
3
Mean Time to Restore Oct 2011 - Apr 2013 - P1 Only
Incidents Raised – All Areas
Integrated network configuration management with incident and change
process’s
Full automated network
provisioning
Complete knowledge base,
mapping all InTechnology
services
Comprehensive end-to-end service
orientated reporting
Full ITIL aligned change with weekly CAB
25% of P4 incidents / interactions resolved by our service desk
team
PCI and ISO compliance
Affected customer
notifications. For all services
Customer churn less than 4% for year 2012
Benefits Derived from ITSM Solution
Where We are Today
Future Plans and Developments HP OMi. More intelligent incident management and event correlation. Better integration with HP toolset than HP operations alone.
HP Service request catalogue. Move away from basic service manager ESS portal, and utilise service desk and knowledge module plugin with SRC
TDB Fusion Federos. Customer provisioning portal and self service network configuration, i.e. requesting more bandwidth.
Q4 2013
Q1 2014
Mid 2014
Future Plans and Developments HP OMi. More intelligent incident management and event correlation. Better integration with HP toolset than HP operations alone.
HP Service Request Catalogue. Move away from Basic Service Manager ESS portal, and utilise Service Desk and Knowledge Module plugin with SRC
TDB Fusion Federos. Customer provisioning portal and self service network configuration, i.e. requesting more bandwidth.
Q4 2013
Q1 2014
Mid 2014
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 28
Microsoft SCOM
3rd party domain managers
NAGIOS
BSM connectors for SCOM, IBM, NAGIOS
Open BSM connector interfaces
OM/PM
NNMi
Run-time service model
BSM platform
OMi
Automatically related to a complete dynamically updated model of the IT infrastructure
Complete cross-domain visibility of IT infrastructure issues
Visibility into security events
HP connectors
APM SiteScope IBM Tivoli
OMi obtains data from various event/data collectors
The universal event correlation engine
ArcSight Logger & ESM
HP Service Manager
BMC Remedy
Agents and SPIs SiteScope Agents
and SPIs
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 29
HP
BMC
CA
IBM
SPLUNK
Only HP provides end-to-end Operational Analytics
Event Triage Log Management
Advanced Analytics Advanced Correlation
Unknown Problems Known Problems
Rea
ctiv
e M
on
ito
rin
g
Pro
acti
ve
Mo
nit
ori
ng
Operations Analytics
OM Logger
SHA OMi + TBEC
Event Triage
Adv. Correlation
Log Management
Advanced Analytics
RTSM
Topology
Operational Events Performance
Metrics Logs
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 30
Analysts Recognize HP’s Thought Leadership
Logger is the leader in Gartner Magic Quadrant - Gartner Magic Quadrant for SIEM
“By 2016, 20% of Global 2000 enterprises will have an IT operations analytics architecture in place, up from less than 1% today” - Gartner
HP OpsAnalytics voted Strong Value! - Enterprise Management Associates (EMA)
“Predictive analytics is emerging as a game-changer. It helps answer ‘What's next?’ and ‘What should we do about it?’“ - Forbes.com
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 31
• Automatically calculates baselines
• Anticipates problems before business is impacted and prevent downtime
• Automatically correlate information from multiple domains
• Self learning system – zero configuration\maintenance
• Reduce cost of handling events by proactively investigating anomalies
Operational Analytics: Predictive Analytics Service Health Analyzer Based on multiple HP patents
zero configuration!
1hour earlier!
Predictive analytics is emerging as a game-changer. It helps answer ‘What's next?’ and ‘What should we do about it?’“ Forbes.com
350% YoY
SHA
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 32
HP
BMC
CA
IBM
SPLUNK
Only HP provides end-to-end Operational Analytics
Event Triage Log Management
Advanced Analytics Advanced Correlation
Unknown Problems Known Problems
Rea
ctiv
e M
on
ito
rin
g
Pro
acti
ve
Mo
nit
ori
ng
Operations Analytics
OM Logger
SHA OMi + TBEC
Event Triage
Adv. Correlation
Log Management
Advanced Analytics
RTSM
Topology
Operational Events
Performance Metrics Logs
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 33
€1.2M pa savings. 1st year ROI 300%. “Self-funding” (Shane Gaffney)
Vodafone KPI improvements
74% reduction 78% reduction
40% to > 90% Improvement
19 % reduction
INTECHNOLOGY
ANY QUESTIONS?