Business-driven Service DeliveryCMG – Philadelphia, PA

Brian J CoryeaSolution Sales Director

2

Challenges for IT Operations2. End users don’t tell us!

2,00

0,00

0 cu

stom

ers

Poorexperience

22%

Positiveexperience

78%

Complain2%

Do notcomplain

98%

440,000customers

Source: Gartner, “How to Approach Customer Experience Management”

1. We don’t know about performance issues until end users tell us.

73%of IT service issues are discovered by end users

Source: Forrester study commissioned by Compuware

3

Challenges for IT Operations4. Our resolution processes are inefficient

Average # of IT people to identify and resolve performance issues

Just one person

Ten or more people

Six to nine people

Two to five people

4%

57%

14%

24%

3. When we discover issues, we can’t determine business impact

Source: Forrester study commissioned by Compuware

72%say it is challenging or very challenging to understand business impact of IT issues

4

Impact of Service Delivery Challenges

Lost or delayed revenue

Diminished brand equity

Customer/user dissatisfaction

Competitive disadvantage

Increased time-to-market

Business

Credibility loss

Inefficient resource allocation

Deployment failures

Outsourcing threat

SLA non-compliance

Unnecessary capacity investments

Inability to demonstrate ROI

IT Operations

5

Inhibitors to Service Excellence

No foundation for IT/business dialog Mismatched expectations

Technology-focused metrics IT in reactive mode

6

Why Traditional Monitoring Is Not Enough

End-user Perspective

Network

Web

Middleware

App server

Mainframe

Database

Loan application

8:00 9:00 10:00

Situation #1• “Normal” slow-downs occur at component level • In IT’s view no real downtime has occurred• Performance is unacceptable to end user• Difficult for IT to pinpoint the source of the problem.

• Do we need to add network bandwidth? • Server capacity? • Is there an application issue?

7

Why Traditional Monitoring Is Not Enough

End-user Perspective

Network

Web

Middleware

App server

Mainframe

Database

Loan application

11:00 12:00

Situation #2• A problem occurs at the component level• IT detects the problem from:

• Monitoring tool notification or• Service desk call

• IT fixes problem and reports as downtime against SLAs

• Customers experience downtime until the problem is fixed

8:00 9:00 10:00

8

Why Traditional Monitoring Is Not Enough

End-user Perspective

Network

Web

Middleware

App server

Mainframe

Database

Loan application

13:00 14:00 15:00 16:00 17:00

Situation #3• Problem occurs undetected by

component monitoring tools• IT doesn’t learn about the

problem until enough end users call and problem is escalated

• IT is challenged to verify that there is a problem, and to identify it’s source.

• In many cases the problem is intermittent, making it more difficult for IT to recreate the issue and adding to the end user’s frustration.

11:00 12:008:00 9:00 10:00

9

13:00 14:00 15:00 16:00 17:0011:00 12:008:00 9:00 10:00

Why Traditional Monitoring Is Not Enough

End-user Perspective

Network

Web

Middleware

App server

Mainframe

Database

Loan application

“All our lights are green.”

“The system is slow!”

Looking at things from the component level, IT’s perspective is that everything is fine.

The end user’s perspective is very different.

virtualization

thin client

SO

A

SaaS

legacy modernization

10

What’s NeededPrioritization based on

business impact

Efficient troubleshooting and resolution

Continuous improvement

Visibility into true service

quality

11

Visibility into true service quality

What’s Needed

12

Visibility into true service quality

DataCenter

transaction initiation

transaction response

End User Experience• Monitor critical

applications and transactions

• Provides proactive indication of problems

• Monitor all users, all transactions, all the time

13

End User Experience• Monitor critical

applications and transactions

• Provides proactive indication of problems

• Monitor all users, all transactions, all the time

Transaction Response Time• Allows IT to see exactly what happened at every stage of

every transaction• Correlate slow data center transactions with the End User

Experience

Visibility from the End User through

the Mainframe

transaction initiation

transaction response

Web or Citrix

Servers

App& DB

Servers

Middleware Servers

Mainframe Data center

Visibility into true service quality

14

Prioritization based on business impact

Visibility into true service

quality

What’s Needed

15

Understanding Business Impact

• Maps critical business processes to IT infrastructure

• Integrates with any third-party:

• monitoring tool

• service desk

• CMDB

• Real-time, business-oriented service views

16

Prioritization of Resolution EffortsNeed to know:

• Criticality of application

• Number of users affected

• Locations affected

• How long problem has been happening?

Online banking

SAP

Exchange

PeopleSoft

Loan processing

NY Atlanta Denver Seattle London Tokyo Sydney Users

5,295

1,290

870

8,883

2,460

Online banking

SAP

Exchange

PeopleSoft

Loan processing

08:00 09:00 10:00 11:00 12:00 13:00 14:00 Avail

100%

100%

98.3%

100%

100%

New York

17

Prioritization based on business impact

Efficient troubleshooting and resolution

Visibility into true service

quality

What’s Needed

18

Troubleshooting and ResolutionStep 1 – Fault Domain Isolation

• Characterize transaction time on client, network and server and compare to baseline

• Eliminate finger pointing and quickly assign appropriate resources

Client Network Server BaselineActual

03/25/2008 14:21:03 Chicago .23 .74 8.15 9.12 182.4

Client Network Server Total % SLATransaction Time Location Time Allocation

19

Troubleshooting and ResolutionStep 2 – Drill-down into Technology Tier

Infrastructure ScopeTransaction Scope

User A User B User C

Tx1Tx1 Tx2Tx2 Tx3Tx3

NetworkNetwork

WebServer

1

WebServer

1

WebServer

2

WebServer

2

AppServer

1

AppServer

1

MainframeCICS Region

1

MainframeCICS Region

1

DatabaseDatabase

URL URL URL

JSP JSP JSP

EJBEJBEJB

Method 1 Method 2 Method 3

Instance 1 Instance 2 Instance 3

SQL 1 SQL 2 SQL 3

What is User B doing?

What is the mix of transactions?What are the delays?What are the think times?

Which JSPs are being called by that URL?

Which EJBS are being called?

Methods being invoked?How long are they taking?Which ones are slow?

Show me the list of method invocations…Which one(s) are slowest? Why?Where is the time being spent?

Which queries are being executed?

20

Troubleshooting and ResolutionStep 2 – Drill-down into Technology Tier

User A User B User C

Infrastructure Scope

Tx1Tx1 Tx2Tx2 Tx3Tx3

NetworkNetwork

WebServer

1

WebServer

1

WebServer

2

WebServer

2

AppServer

1

AppServer

1

Mainframe CICS Region

1

Mainframe CICS Region

1

DatabaseDatabase

URL URL URL

JSP JSP JSP

EJBEJBEJB

Method 1 Method 2 Method 3

Instance 1 Instance 2 Instance 3

SQL 1 SQL 2 SQL 3

What is User B doing?

What is the mix of transactions?What are the delays?What are the think times?

Which JSPs are being called by that URL?

Which EJBS are being called?

Methods being invoked?How long are they taking?Which ones are slow?

Show me the list of method invocations…Which one(s) are slowest? Why?Where is the time being spent?

Which queries are being executed?

Transaction Scope

21

Prioritization based on business impact

Efficient troubleshooting and resolution

Continuous improvement

Visibility into true service

quality

What’s Needed

22

Continuous Improvement• Continual service quality

improvement• Establish consistent

processes (ITIL)• Improve service quality

(Six Sigma)• Increase IT maturity

• Focus on customers

• Baseline of service quality

• Quantify improvement

• Risk mitigation

23

Prioritization based on business impact

Efficient troubleshooting and resolution

Continuous improvement

Visibility into true service

quality

What’s Needed

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