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.

HP Software Universe 2009 Hamburg Day 2

by Michael Procopio


Just over 3200 attendees at the show this year.


Each of the last eight years at the European Universe, Ulrich Pfeiffer, CTO for IT Management in EMEA creates a Live in Action demo showcasing the fictitious Full Throttle Company (FTC) on mainstage. Live in Action is a demonstration of HP Software integrated into a complete solution.


 



Ulrich Pfeiffer


 


This year, the Live in Action team recalled Hamburg of the early 1960s when this German city gave the Beatles a start before the group became a mainstream sensation. The demo featured the HP Performance Optimized Datacenter (“POD”), a datacenter in a container, along with music by the re-Beatles band and an on-stage yellow submarine in a disaster recovery scenario involving a flooded datacenter.


The POD is a standard container completely fitted with servers, storage and HVAC. You can see the POD demo here.


BTO (Business Technology Optimization) solutions demoed live on stage showed capabilities in three areas: 1) business and disaster recovery; 2) service recovery and web security; and 3) business improvements to avoid service disruptions and enhance capacity via virtualization management.


Disaster recovery highlighted HP Operations Orchestration configuring the POD to the state of the original datacenter.


Web security started with finding the problem using End User Monitoring, HP SiteScope and HP Problem Isolation. The problem was a hacked web site. The knowledge base in HP Service Manager (SM) which was populated during QA testing by HP Quality Center has the solution to the problem.   QA had not originally done security testing on every release but it is now added to their plan in HP Quality Center (QC) to run HP Security Center.


HP WebInspect, was run directly from SM. The test failed and WebInspect automatically created a ticket in SM for the QA team.  Once the QC test passes the SM ticket is automatically closed.


The website having the problem was supporting a reseller using a configuration utility to order Snowmobiles, a new business line for FTC. When Ulrich, playing CIO for FTC, called the reseller to tell him service was restored the reseller claimed his SLA (Service Level Agreement) was violated and would not pay. Ulrich brought up HP Service Level Manager to show that while any further downtime would violate the SLA, it was currently in tact.


Now that the problems is solved the infrastructure manager looks to see how the failure happened and what can be done to prevent it in the future.


They review the infrastructure using HP Asset Manager and Operations Manager Virtualization Smart Plug-in, both now running on Linux. The CIO wants this Virtualization data to show up in his 360 degree dashboard and it does.


It is much more fun to watch and it was video recorded which will be up after the holidays.


Related items:



 

Do you have an ITIL problem manager?

by Michael Procopio


What do Healthcare, Banking and Managed Service Providers have in common? Well at least the ones I spoke to all had ITIL problem managers. I’ll define problem management then give some examples.


What is the role of an ITIL problem manager? This was role introduced in ITIL v3 as part of Continuous Service Improvement. To understand the role we need to back up and describe incident and problem management.




An incident is a service interruption. Incident management is the process of restoring normal service. Frequently this is done with a work around, like killing a process and restarting or rebooting a system. Incident management is not worked about finding the root cause of the interruption.



The goal of problem management is prevent incidents from happening. What this means in practice is finding the root cause of incidents and fixing them and maybe along the way fix some others before they happen.


Let’s move to a couple examples.


1. Those darn log files. This came out in the first interview I did. What this showed me is that problem managers work closely with folks working on incidents. The result of the incident investigation was that an application written in-house wasn’t checking for disk space before writing the log file. Result, volume ran out of space and application stopped working. This was an easier find than many, but the problem manager put this in her monthly newsletter to developers and QA teams to prevent future problems.


2. One thing software can not fix is hardware. You have mission critical application and you end up getting hardware problems approximately every month for a few months. The problem manager, as part of his normal duties, is constantly monitoring incidents looking for patterns. While looking through incidents notices this pattern and starts investigating. In this case after talking to a number of folks and not hitting any answer he started investigating the hardware records and found the hardware was over four years old which is over their policy standard. Somehow the systems supporting this application missed their refresh. As you might guess once the hardware was refreshed the problems stopped


3. Sometimes its what’s not happening. A global ecommerce capability is not working at one location for 8 minutes. This problem manager says he is in the subfield of epidemiology, I think of more as forensics. This brings up a second learning I had: problem managers often orchestrate the process as much as they investigate themselves. After looking at a number of things that were happening to no avail, he asks each team to look at log files for abnormally low activity. This took some convincing, but the network team found a router that was showing almost no activity relative to normal. I didn’t get all the details but the source was someone made a change to a routing table and 8 minutes later changed it back. That change routed traffic around the site in question. The problem manager made an interesting observation: network folks often think what they do won’t affect anything and since they rarely get feedback to the contrary it re-enforces that opinion.


I’ll wrap of this post with what we can do to help the problem manager. For workflow we have the HP Service Manager Problem Management module. This includes logging, categorization, prioritization, communication and progress tracking.


For investigation we have HP Problem Isolation. Its proactive module helps find anomalies in performance data that can indicate potential upcoming problems. It also brings together incident and change data to help determine the cause of the problem.


 Related Items:


Evelyn Hubbert at Forrester wrote a report Problem Manager: A New IT Service Management Role, The Key To A Proactive IT Service Organization


Advanced analytics reduces downtime costs – detection


Advanced analytics reduces downtime costs – isolation


 


 

HP Software Universe - Mainstage Robin Purohit

After a break Mainstage split into a
Business Intelligence session and a Business Technology Optimization (BTO)
session, I went to the later hosted by
Robin
Purohit, vice president and general manger, Software Products, HP Software &
Solutions



Here are some bits I found
interesting:



  1. There are 15M virtual servers now and
    it is expected to double in 2 years.


  2. Three key areas of change IT will see
    are: virtualization, SaaS and Web 2.0.


  3. Web 2.0 screws up a lot in management,
    HP is building Web 2.0 compatibility into BTO tools.


  4. Dataprotector, monitoring tools and
    mapping tools are including or working to include virtualization capability.


  5. Service Manager and Asset Manager are
    now available as SaaS.


  6. 35% of flash apps violate Adobe best
    practices. HP released a testing tool which you can download for free called
    SWFScan. The same
    technology is built into some of HP’s BTO products. Customers can also do a free
    trial of our scanning SaaS.


  7. One customer cut $5M  in costs just in
    automating incidents with HP Operations Orchestration.


  8. HP Software recently announced a suite
    of software for operations of Blackberry implementations. See HP and RIM Announce Strategic Alliance to Mobilize Business on
    BlackBerry
     for more details.


  9. HP Software is publishing
    configuration management best practices later this month.


  10. Brian Byun VP Global Alliances from VMware came on stage
    and announced announced an expanded partnership with HP to jointly develop
    software to manage VMware hypervisor technology. Denise Dubie at Network World
    wrote HP, VMware team to manage virtual
    servers
    .


There are a variety of Twitter accounts
you can follow as well as the hashtag #HPSU09. Search Twitter for
#HPSU09
.


HPITOps  – Covers BSM, ITFM, ITSM, Operations and
Network Management


HPSU09  – show logistics and other
information


HPSoftwareCTO


informationCTO


HPSoftware


BTOCMO – HP BTO Chief Marketing Officer


 


For HP BSM, Michael Procopio

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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.
  • 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 retiree Author of 42 Rules for B2B Social Media Marketing
  • 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 is a subject matter expert for BSM\APM, Currently in the Demo Solutions Group. Ron have over thirteen years of technology experience, and a proven track record in providing exceptional customer service. He began his career in R&D as a software engineer, and team manager.
  • 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.
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