Business Service Management (BAC/BSM/APM/NNM)
More than everything monitoring, BSM provides the means to determine how IT impacts the bottom line. Its purpose and main benefit is to ensure that IT Operations are able to reactively and proactively determine where they should be spending their time to best impact the business. This covers event management to solve immediate issues, resource allocation and through reporting performance based on the data of applications, infrastructure, networks and from third-party platforms. BSM includes powerful analytics that gives IT the means to prepare, predict and pinpoint by learning behavior and analyzing IT data forward and backwards in time using Big Data Analytics applied to IT Operations.

2009 "What's New" tops the list of posts

 


by Michael Procopio


Happy New Year to everyone. The new year is a good time to reflect on the
previous year and look into the new year.


Thanks to all of you we have had 10s of thousands of view. A special thank
you to those who comment and help continue the conversation.



For the retrospective lets review the top 10 posts for 2009.



One
brand new product and two major enhancements to the BSM stack - Vienna HP
Software Universe 2008


HP
Business Availability Center 8.02 What's New


The
new Operations Manager i (OMi)


How
does BSM improve IT Operations' efficiency?


Announcing
Business Availability Center 8.0


BSM
customer evolution paths: Samples and observations
 – this is one of a series
on BSM evolution paths 


Not
true, IBM


BAC
8.03 release - what's new


RUM
the Real User Experience Manager


Webinar
- "The Cloud and Your Applications: What is the Impact on Application
Management"


Going forward the big news in HP Software and Solutions social media is our
upcoming online user community. You can be part of the founding, see the new
blog for the community -  
HP
Software Solutions Community - join Project Alpha!


As always, please let us know what you want to hear about. Hears to a great
2010.


 


photo by legalnonresident 


 

Fighting or friendly, Problem Isolation and OMi

by Michael Procopio


In the post  Event Correlation OMi TBEC and Problem Isolation What's the Difference, my fellow blogger, Jon Haworth, discussed the differences between TBEC and Problem Isolation. To be consistent, I'll use the acronyms PI for Problem Isolation and TBEC to refer to OMi (Operations Manager i series) Topology Based Event Correlation.


Briefly, he mentioned that TBEC works “bottom up”, that is starting from the infrastructure, with events. PI works “top down”, that is, starting from an end user experience problem, primarily with metric (time series) data.


Jon did an excellent job describing TBEC; I’ll do my best on PI because like Jon I have a conscience to settle.


Problem Isolation is a tool to:


1. automate the steps a troubleshooter would go through


2. run additional tests that might uncover the problem


3. look at all metric/performance data from the end user experience monitoring and all the infrastructure it depends


4. find the infrastructure metric the most closely matches the end user problem using behavior learning and regression analysis techniques (developed by HP Labs)


5. bring additional data such as events, help/service desk tickets and changes to the troubleshooter


6. allow the troubleshooter to execute Run books to potentially solve the problem


Potentially the biggest difference in the underlying technology is that Problem Isolation does not require any correlation rules or thresholds to be set for it to do the regression analysis to point to the problem. Like TBEC, it does require that an application be modeled in a CMDB.


An example: Presume a situation with a typical composite application - web server, application server and database. No infrastructure thresholds were violated; therefore, there are no infrastructure alerts. Again, as mentioned in the previous post, end user monitoring (EUM) is the back stop. EUM alerts on slow end user performance, now what?


Here is what Problem Isolation does:


1. determines which infrastructure elements (ITIL configurations items or CIs) support the transaction


2. reruns the test(s) that caused the alert – this validates it is not transient problem


3. runs any additional tests defined for the CIs


4. collects Service Level Agreement information


5. collects all available infrastructure performance metrics (web server, application server, database server and operating systems for each) and compares them to the EUM data using behavior and regression analysis



Problem Isolation screen show performance correlation between end user response and SQL Server database locks


-------------------------------------------------------------------------------------------


6. determines and displays the most probable suspect CI and alternates


7. displays run books available for all infrastructure CIs for the PI user to run directly from the tool


8. allows the PI user to attach all the information to a service ticket, either existing or create a new one


Another key differentiator of OMi/TBEC and PI is the target user. There is such a wide variance in how organizations work that it is hard to name the role but let me do a brief description and I think will be able to determine the title in your organization.


There are some folks in the organization whose job is to take a quick look (typically < 10 minutes, in one organization I interviewed < 1 minute) at a situation and determine if they have explicit instructions on what to do via scripts or run books. When they have no instructions for a situation they pass it on to someone who has a bit more experience and does some free form triage.


This person might be able to fix the problem or may have to pass it on to a subject matter expert, for example if they believe it is an MS Exchange problem to an Exchange admin. It is this second person that Problem Isolation is targeted at. This is helping automate her job, reducing what might take tens of minutes to hours and performing it in seconds. If it ends up she can’t solve the problem it automatically provides full documentation of all information collected. That alone might take someone five minutes to write-up.


OMi’s target is the operations bridge console user. Ops Bridge operators tend to be lower skilled and face hundreds if not thousands of events per hour. Jon described how OMi helps them work smarter.


TBEC and Problem Isolation both work to find the root cause of an incident but in different ways. Much like a doctor might use an MRI or CAT scan to diagnose a patient based on what the situation is, TBEC and Problem Isolation are complementary tools each with unique capabilities.


Problem Isolation will not find problems in redundant infrastructure that OMi will. Conversely, OMi can’t help with EUM problems when no events are triggered, where Problem Isolation will.


We know this can be a confusing area. We welcome your questions to help us do a better job of describing the difference. But these two are definitely friendly.


For Business Availability Center, Michael Procopio


Get the latest updates on our Twitter feed @HPITOps http://twitter.com/HPITOps


Join the HP Software group on LinkedIn and/or the Business Availability Center group on LinkedIn.


Related Items



  1. Advanced analytics reduces downtime costs - detection

  2. Advanced analytics reduces downtime costs – isolation

  3. Problem Isolation page

  4. Operations Manager i page

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About the Author(s)
  • Doug is a subject matter expert for network and system performance management. With an engineering career spanning 25 years at HP, Doug has worked in R&D, support, and technical marketing positions, and is an ambassador for quality and the customer interest.
  • Dan is a subject matter expert for BSM now working in a Technical Product Marketing role. Dan began his career in R&D as a devloper, and team manger. He most recently came from the team that created and delivered engaging technical training to HP pre-sales and Partners on BSM products/solutions. Dan is the co-inventor of 6 patents.
  • This account is for guest bloggers. The blog post will identify the blogger.
  • Over 11 years of experience in design and development of NMS/EMS products and presently with the Device content support covering broad based features of multitude device vendors in NNMi.
  • Manoj Mohanan is a Software Engineer working in the HP OMi Management Packs team. Apart being a developer he also dons the role of an enabler, working with HP Software pre-sales and support teams providing technical assistance with OMi Management Packs. He has experience of more than 8 years in this product line.
  • HP Software BSM Social Media
  • Nimish Shelat is currently focused on Datacenter Automation and IT Process Automation solutions. Shelat strives to help customers, traditional IT and Cloud based IT, transform to Service Centric model. The scope of these solutions spans across server, database and middleware infrastructure. The solutions are optimized for tasks like provisioning, patching, compliance, remediation and processes like Self-healing Incidence Remediation and Rapid Service Fulfilment, Change Management and Disaster Recovery. Shelat has 21 years of experience in IT, 18 of these have been at HP spanning across networking, printing , storage and enterprise software businesses. Prior to his current role as a World-Wide Product Marketing Manager, Shelat has held positions as Software Sales Specialist, Product Manager, Business Strategist, Project Manager and Programmer Analyst. Shelat has a B.S in Computer Science. He has earned his MBA from University of California, Davis with a focus on Marketing and Finance.
  • Architect and User Experience expert with more than 10 years of experience in designing complex applications for all platforms. Currently in Operations Analytics - Big data and Analytics for IT organisations. Follow me on twitter @nuritps
  • 36-year HP employee that writes technical information for HP Software Customers.
  • Pranesh Ramachandran is a Software Engineer working in HP Software’s System Management & Virtualization Monitoring products’ team. He has experience of more than 7 years in this product line.
  • Ramkumar Devanathan (twitter: @rdevanathan) works in the IOM-Customer Assist Team (CAT) providing technical assistance to HP Software pre-sales and support teams with Operations Management products including vPV, SHO, VISPI. He has experience of more than 12 years in this product line, working in various roles ranging from developer to product architect.
  • Ron Koren is a subject matter expert for BSM / APM, currently in the Demo Solutions Group acting as a Senior Architect. Ron has over fourteen years of technology experience, and a proven track record in providing exceptional customer service. Ron began his career in R&D as a software engineer, and later as a team manager. Ron joined HP software in 2007 as an engineer in the Customer-Oriented R&D team. Prior to joining HP, Ron held a leadership development role at Israel’s largest bank. Ron holds a B.S. in Computer Science from The Interdisciplinary Center, Herzliya Israel.
  • Stefan Bergstein is chief architect for HP’s Operations Management & Systems Monitoring products, which are part HP’s business service management solution. His special research interests include virtualization, cloud and software as a service.
  • With 11 plus years of very broad experience as a deployment expert for all the NMC products, my deliverables includes helping the Sales and Pre-Sales team in sizing and architecting the solution and hardware, assisting the implementers in product deployment and helping the customers directly when the products are deployed in production setup. As part of Customer Assist Team, I participate in a lot of customer facing activities from R&D side and provides best practices of using HP SW NMC products for efficient network management and leverage my rich experience in Network Node Manager and related iSPIs products.
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