Q&A from the Service Intelligence Webinar


serviceintelligencewebcastthumbnail.jpgAs part of our rollout of the Service Intelligence offerings, I presented in a webinar this past Wednesday that showcased our latest solutions. My colleague Peter Spielvogel discussed the overall Operations Center portfolio and I delivered a demo of Service Health Reporter and Service Health Optimizer. You can view a recording of the Service Intelligence webcast.



To encourage interaction between the audience and presenters, we had two question and answer sessions. Here is the Q&A transcript.




Consolidated Operations


Consolidated operations sounds like it makes sense conceptually. How does someone actually do this when we currently have separate groups for monitoring our Windows and Unix servers and a separate team for databases, virtualization, and networks? No one wants to give up their teams.

First, no one needs to give up their teams. What we advocate is having a single, centralized group handle first level events. This group, the Operations Bridge (an ITIL term), looks at ALL the events and either initiates a corrective action process or escalates to the right subject matter expert. What this does is make the expert teams more efficient as they face fewer interruptions from routine troubleshooting tasks that are now handled by the Operations Bridge.


The first step is to start consolidating events from different domains into a single event console. We recommend HP Operations Manager.

At the beginning, you talk about a consolidated operations bridge. How exactly do you integrate the different pieces together?

In the Operations bridge scenario, Operations Manager i is used to consolidate events from different collectors. Operations Manager i ingests events from various domain managers such as HP Operations Manager, HP SiteScope, Microsoft SCOM, vCenter, and other tools. It uses the topology in the Run-time Service Model to correlate events and separate actionable causes from symptoms that can be safely ignored.


The Service Intelligence solution we discussed integrates seamlessly with the Ops bridge solution.

What types of agents need to run on managed servers?

HP Operations Agents and Performance Agents are used to collect data from the managed servers. Our latest agent combines both fault and performance monitoring. The service intelligence solution leverages the performance database that consolidates and aggregates the historical data for analysis.


You can also use other agents to monitor servers, but while their information flows into the Operations Bridge, our Service Intelligence tools do not utilize the information they gather.

Service Intelligence


Is service intelligence really new or is it just a marketing term?

Enterprise reporting has been around for years. Capacity planning has been around since the mainframe era. But, using these tools to drive efficiencies in day-to-day IT operations management and using business service metrics to drive capacity planning decisions is new. Watch the webcast to learn more about HP’s exciting new offerings for Service Intelligence.

Can you do service intelligence without the Run-time Service Model? We do not have this today.

Yes. You can implement this solution with your existing Operations Manager or SiteScope solution. With the Run-time Service Model you get the additional topology and business service views that can add further value.

Does the Run-time Service Model come with Service Health Reporter and Service Health Optimizer?

HP’s Run-Time Service Model is part of the BSM platform. If you buy Operations Manager i or our APM solutions, the Run-time Service Model is included.

In the diagram you just showed with all the products, does Service Health Reporter work on all of them, including non-HP components.

While it is possible to use Service Health Reporter on any infrastructure, this functionality is not officially supported in the product.

Can I use Service Health Optimizer to plan for a private cloud?

Certainly. In most private cloud implementations, environments are virtualized and HP Service Health Optimizer can be used for capacity planning.

How much of capacity planning is available on the Hypervisor platforms?

Some degrees of capacity planning functions are provided with the virtualization platforms. What HP Service Health Optimizer offers is a HP labs patented methodology, business service driven perspective and heterogeneous platform capabilities.

Will HP offer these Service Intelligence capabilities as a service to customers?

Not currently.


Thank you again to everyone that attended the webinar. If you missed it, you can watch the replay.

We will continue to provide more details about Service Health Reporter and Service Health Optimizer in future blog posts.

For HP Operations Center, Rajkishore Govindu.

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About the Author
Rajkishore Govindu is currently a Product Marketing Manager in the Operations Center Marketing team. He has 15+ years of software industry ...

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