ca partner day - service management in saas - milano e roma

© Nimsoft, all rights reserved

Partner Day Italy

31/05/2012

Gilles Vincent, Senior Consultant Technical Sales

Nimsoft Company and Solutions Portfolio Overview


Agenda

Introduction- Positioning 01

Unified Monitoring with Nimsoft 02

Nimsoft Service Desk 03

Nimsoft Cloud User Experience Manager 04

Nimsoft DCIM 05

Demonstration 06


01 Positioning


Our Nimsoft Heritage

Unified Monitoring – From the Data Center to the Cloud

› Monitoring without the effort and pain

› On-Premise or SaaS delivery

› Flexible pricing

» Subscription or perpetual

› 1000+ customers in 36 countries

» ~50/50 split between Enterprise and Service Providers

› CA acquisition March 17th 2010

» Rationale – new market areas

» 120+ new customers

» 150+ new employees

» New products for the Nimsoft portfolio


Characteristics of Today’s IT

> Extreme resolve on gaining competitive advantage

> Demand for flexibility and variability > Limited IT skills and resources

CAUSE EFFECT

> Complexity fatigue > Agility and speed to keep

pace with the business

> Dispersed knowledge > Need right answers, right now > Tools of life becoming tools of

trade

Ever Increasing role of Service Providers

Single Product Powerful Simplicity

Consume Best Practices

User Centricity and Social Media

Focu

s Le

vera

ge

Vel

oci

ty


Nimsoft IT Management-as-a-Service ITMaaS for Today’s IT

› New Target Market > Mid-market Enterprise > Service Providers

› New Offering > Unified IT Management:

Monitoring & Service Mgmt > Nimsoft Cloud User Experience

Manager > Right-sized functionality > Faster time to value

› New Delivery Model > SaaS and on premise

› New Business Model > Monthly Recurring Revenue (MRR) > Customer Success > Inside sales focus

On-Premise SaaS

Nimsoft Unified Management Portal

Nimsoft Service Desk

Nimsoft Monitor

Nimsoft Unified Manager

Nim

soft

Op

en A

PIs

Nim

soft O

pen

AP

Is Nimsoft Cloud User

Experience Manager

Nimsoft DCIM


Communities Applications

Nimsoft Vision

Nimsoft Unified Management Portal


Nimsoft Monitor

Op

en A

PIs

Op

en A

PIs

Shared Architecture

Automation

Configuration Management Service (CMS/CMDB)

DP DCIM Ops PPM

SIEM ITAM & CM

GRC BSM/SLM

…… New Apps ( built on core products)

DP: Data Protection DCIM: Data Center Infr Mgmt SIEM: Security Info & Event mgmt BSM: Business Service mgmt PPM: Operational PPM ITAM: Converged asset & config GRC: Compliance & risk mgmt

http://www.nimsoft.com/solutions/application

http://www.nimsoft.com/solutions/incident-management

http://www.nimsoft.com/solutions/problem-management

http://www.nimsoft.com/solutions/nimsoft-service-desk/service-level-management

http://www.nimsoft.com/solutions/change-management

http://www.nimsoft.com/solutions/configuration-management

http://www.nimsoft.com/solutions/knowledge-management

http://www.nimsoft.com/solutions/cloud

http://www.nimsoft.com/solutions/database

http://www.nimsoft.com/solutions/network

http://www.nimsoft.com/solutions/server

http://www.nimsoft.com/solutions/storage

http://www.nimsoft.com/solutions/nimsoft-monitor/user-experience

http://www.nimsoft.com/solutions/virtualization


02 Unified Monitoring with Nimsoft


Nimsoft Unified Monitoring Architecture


agent-optional coverage

› Easily monitor local or remote systems

» Agent-less monitoring - collects information from “black

box” systems such as hypervisors, SAN storage systems, network devices, SaaS, and cloud environments where no agents are permitted

» Agent-based monitoring - provides a more detailed system view. In addition, the agent-

based architecture provides spooling of performance data in disconnected environments so no data is ever lost. The average Nimsoft Monitor data collector is less than 10MB in size, and consumes less than 1% of CPU usage


Syslogs



140+ probes covering…

Cloud/SaaS •aws

•azure

•googleAppEngine

•googleApps

•rackspace

•salesforce

Databases •db2

•informix

•jdbc_response

•mysql

•oracle

•oracle_logmon

•sqlserver

•sql_response

•sybase

•sybase_rs

End to End Response •dns_response

•e2e_appmon_dev

•e2e_appmon

•url_response

•wins_response

Email •email_response

•exchange_monitor

•exchange_monitor_backend

•exchange_monitor_reports

•exchange_response

•notes

•notes_response

Gateways •adogtw

•casdgtw

•cim_traps

•cmdbgtw

•dom_traps

•emailgtw

•file_adapter

•hpovsdgtw

•ovnnm

•remedygtw

•smsgtw

•snmpgtw

•snmptd

•sysloggtw

•tnggtw

•tngobjects

•tngwvf

HA/Clusters •cluster

•ha

iSeries/as400 •fetchmsg

•jobqs

•jobs

•jobsched

•journal

•outqs

•sysstat

•history

Network •dhcp_response

•interface_traffic

•ldap_response

•net_connect

•net_traffic

•ntp_response

•snmpget

•cisco_monitor

•Cisco_ucs

•cisco_qos

•cisco_nxos

•saa_monitor

Server •fsmounts

•ntevl

•ntperf

•ntservices

•netware

•temperature

•cdm

•logmon

•nexec

•perfmon

•printers

•processes

•reboot

•rsp

•tcp_proxy

•xmlparser

•vblock

Storage •clariion

•celerra

•netapp

•vmax

Virtualization •hyperv

•ibmvm

•vmware

•xenserver

•zones

Applications •apache

•cisco_ucm

•cisco_unity

•iis

•ica_response

•ica_server

•jboss

•jvm_monitor

•easerver

•ocs_monitor

•power

•sharepoint

•tomcat

•weblogic

•websphere

•ad_response

•ad_server

•adevl SDK’s •.net

•C

•java

•lua

•perl

•vb

•web services


Syslogs



nimsoft monitor: multi-site deployment example


The Nimsoft Web Archive

› Access the world’s largest collection of monitoring probes.

» Contains monitoring solutions to cover practically everything you’ll find inside—and outside—of your data center

» One-click downloads additional functionality, anytime

» Easy updates/upgrades

» 120+ probes available


Unified Reporter

› Business insights via intelligent analytics

» ~120 pre-packaged reports and fast, drag-and-drop custom report creation

» Report based on geographies, users, and groups

» Output reports in HTML, PDF, XLS, RTF, SWF, ODF, and TXT

» Flexible report scheduling, distribution and historical versioning


03 Nimsoft Service Desk


What is Nimsoft Service Desk?

› An ITIL v3 Complete Service Desk SaaS Solution

“Easy-to-customize ITIL v3

best-practice workflows ensure

staff in any location can handle

requests and accelerate

problem resolution.”


Initiatives

– Reduce burden of maintaining a service desk

– Lower TCO

– Reduce capital expenses in IT for service management

Processes

– Tools for Incident & Problem management

– Manage change

– Request management

– Meet service levels

Projects

– Replace legacy service desk

– Upgrade to modern IT features

– Implementing a new service desk

Business Drivers for Nimsoft Service Desk

› What are Customers Trying to Do?


Different Segments . . .

Nimsoft Service Desk Prospect

› Small, Medium and Emerging enterprise

› SaaS, Subscription offering

› Simple, quick configuration

› Streamlined best practices

› Core ITIL processes

› Low entry cost

Traditional “Help Desk” Prospect

› Large enterprise

› On Premises, Perpetual license, custom deal

› Customization options

› Special/Complex workflows

› Advanced ITIL processes

› Capital expenditure

› Different Requirements


Current Nimsoft Service Desk Challenges for Customers

Expensive solutions to buy and implement (Nimsoft Service Desk can save)

Long implementation time and costs (Implement in weeks)

Complex Apps based on legacy architectures (100% modern web architecture)

Facing forced and expensive upgrades (Automatic upgrades included)

Customized and costly maintenance (Customize without programming)


Ideal Candidates (1 of 2)

› Have decision and budget to implement a new service desk- short list and a requirements doc

» Ready to replace rather than upgrade

» Have a clear understanding of the modules they want

» Have a requirements document

› Starting a formal search to replace their service desk within the next six months

» Have decided on a SaaS platform

» Are willing to adapt their current service desk process to best practices

» Want configurable processes, not customization


Ideal Candidates (2 of 2)

› Actively interested in SaaS solutions

» Policy or goal for SaaS business applications

» Does not want on-premise solution

› Dissatisfied with incumbent solution’s future

» Trapped on obsolete version

» Want modern solution

» Don’t want to manage upgrades

» Possible EOL on current product


Nimsoft Service Desk Differentiators

Attribute What it Means

Configurable

Configure, Don’t Code

– Workflow is 100% configurable within the app

– No programming skills required

– Configuration not lost in upgrades

SaaS Lifetime Cost Savings

– No infrastructure required

– Automated upgrades managed for them

Simple Pricing Model

– Pay by the month

– Pay per user

– Fixed or floating licenses

– Free end-user access

Workflow-Driven Workflow focuses on actions – Tell Nimsoft Service Desk what to do, don’t guess based on status changes

Adaptable workflow allows you to meet your specific business needs without custom code

Extendable Extensive web services APIs to engage other business/IT systems



Service Catalog & Request

› Empowers end users to help themselves, and provides an easy way for them to submit requests for services.

› Benefits:

» Automated intake & routing to reduces costs

» Optimized request handling to increase efficiency

» More timely, accurate end-user communication to increase overall satisfaction



Incident Management

› Pre-packaged workflows make it easy to identify, register, prioritize, categorize, and track incidents reported to your service desk.

› Benefits:

» Tight integration with Knowledge Management to increase efficiency and lower mean time to resolution

» Prebuilt incident templates ensure accurate information is collected to increase 1st contact resolution

» Flexible workflow to increase response efficiency and quality



Problem Management

› Identify chronic service issues and prevent recurrences to eliminate the impact of these issues on the business.

› Benefits:

» Identify chronic issues which impact business services

» Link multiple incidents to a single problem to efficiently solve, and close, any related incidents

» Capture workarounds, solutions, or known-error information in the Knowledge Management to streamline future efforts



Change Management

› Evaluate, prioritize, plan, test, document, and implement

change requests using ITIL compatible best practices.

› Benefits:

» Leverage standardized change procedures to meet objectives for SOX, PCI, and other compliance requirements

» Automatically identify assets/CI’s and services which might be affected to minimize service impact

» Change calendar and automatic notifications of all change stakeholders to provide transparency and mitigate risk



Configuration Management

› A consolidated and actionable view of devices, relationships, requests, alarms, incidents, problems, known errors, changes, and releases.

› Benefits:

» Define and manage relationships and dependencies to diagnosis problems and plan changes more effectively

» Associate affected groups with changes and outages to improve quality of service

» Track history to show configuration drift and aid in capacity and trend analysis


› Improve the quality of decision making with using optimal, and vetted, information to resolve service issues.

› Benefits:

» Access proven experience and information to resolve service issues more quickly and consistently

» Easily retrieve workarounds, solutions, or known-error information to streamline future efforts

» Giving technicians and end users easy access to the knowledge base to improve service levels.


Knowledge Management


› Set, meet, and exceed your critical SLAs to ensure customer satisfaction.

› Benefits:

» Allows setting of realistic SLAs

» Helps proactively report against, manage and exceed SLAs

» Manage SLAs from end-to-end, including OLAs & UCs

» Manage all aspects of meeting service level objectives, including compliance tracking, automated escalation and assignment rules


Service Level Management


› An ITIL v3 Complete Service Desk SaaS Solution


Recap


Competition Nimsoft Service Desk

› All traditional players

» BMC, HP, IBM

» They start to offer « on demand » revamped versions of their legacy tools

» Being just revamps it keeps the same drawbacks as their on-premise

› Pure SaaS Player

» ServiceNow, StaffandLine


Best Practices and Experience

› Years of experience built in

» Designed and built by a Service Provider

» Ability to start with standard configurations pre-loaded

Service Operations » Incident Management

» Problem Management

» Request Management

» Event Management

Service Transition » Change Management

» Service Asset Configuration Management

» Knowledge Management

Service Design » Service Level

Management

» Availability Management


Nimsoft Service Desk Benefits


End user self service


Unified Analyst Screen

Main

screen

shows

‘tickets’

relevant to

the user

and basic

dashboard.

Other

modules

available in

one click

along the

left


Configuration Management

Search, drill

down and

graph CMDB

items and

relationships


Reporting

Reports

displayed in

Nimsoft Service

Desk or

exported to

PDF or CSV


The Next Generation User Experience


04 Nimsoft Cloud User Experience Manager


Introducing: Cloud User Experience Manager

› SaaS solution for monitoring global Cloud application health

› Self-service and deploys in less than 10 minutes

› Rich alerting, dashboards and root cause analysis

› Alerting via text, pagers, phone, twitter, IM and more.

› 60+ locations in 40 countries.

› 600-plus customers including Virgin, America, Twitter, Zappos, and Wordpress.

› IPv6 and IPv4 enabled

› Completely customizable to your brand

There is a new mouse in the house…


What can Cloud User Experience Manager monitor?

› Global monitoring outside the firewall of: » Web Transaction Monitoring

- Synthetic user scripts (protocol level) - Multi-step / multi-locations - Record/replay using Jmeter or badboy - Conversion tool for HP LoadRunner/Business Process Monitor/RUM scripts)

» Real User Browser Monitoring - Synthetic user scripts (ajax, JavaScript etc. running in the browser) - Captures browser render time to provide a true depiction of the end user experience

» Mobile Application Monitoring (new!)

» API and Web Service Monitoring - REST, SOAP, oAuth, JSON, XML, RSS feeds, openID and XML-RPC.

» Network Protocols - HTTP(S), DNS, FTP(S), LDAP(S), IMAP, SMTP, SFTP, TFTP, SCP, SIP & XMPP

» IPV6/V4

» Vulnerability Scanning (using Nesus)


Quick Start

Active monitor list – Set up in minutes

Performance Dashboard shows the availability for all scripts for the defined timeframe.


Creating Synthetic Transactions

› Two techniques

» Record/replay using Badboy or Jmeter

» Conversion tool for HP LoadRunner/Business Process Monitor/RUM scripts)


Performance and Availability Alerting and Notification

› Performance and Availability Alerts can be sent via:

» Email, SMS, Pager, XMPP/Jabber, RSS, MSN, SNMP trap (via plugin) or Web API

› Supports stopping alerting during maintenance windows

› Enables escalation of alerts to other group members

› 8 SMS gateways with 5 providers

› All alerts are logged on Cloud User Experience Manager


Understanding the customer experience

› Monitor, triage and resolve

» Understand the user experience globally

» Rich reporting and analysis of service levels

» Find the problem quickly and understand the impact

» Isolate down to a component level

» Enables you to monitor both the protocol and browser experience

» IPv6 supported


Reporting Overview

Sample Report Types

› Uptime table

› Total time

› Availability

› Downtime

› SLA Performance

› More…

Sample Drill Down Report

› Resolve

› Connect

› Processing

› Transfer


Root Cause Analysis

› Provides detailed insight in problems and incidents

» During an incident the tool shows the steps of the scripts that were (not) completed

» A screenshot is made after a monitor is triggered

» Traceroute of one or more stations after a monitor is triggered

» Raw HTML is available when an error occurs

» A DNS analysis is made after a monitor is triggered

» A domain analysis is made after a monitor is triggered


Root Cause Analysis

Failed Test

Redirect

View

Screenshot

Waterfall

Analysis


Delivering customer transparency

› Public Status Pages

» Used by some of the biggest names in the industry today

» Completely customizable to enable the customer’s own brand

» Provides customers with visibility into performance and availability globally

» Reduces support calls and cost

» Independent validation

Public Status Dashboards


Reporting

› Periodic (day, week, month) reports can be automatically sent as an email or accessed via the console

› Exports to PDF or Excel, can download Data Cubes for further analysis

› Graphs are PNG or Interactive Flash objects

› Raw data 30 days

› Root cause analysis 48 hours

› Statistical data 1 year

Your name here!


› Performs over 45,000 checks for known vulnerabilities and security exposures

› Uses a database which is updated daily by multiple accredited organizations including CVE and Bugtraq

› Real-time email, text, and pager alerts following the detection of severe vulnerabilities

Vulnerability Scanning with Alerting


Real Browser Monitoring

› Supports Internet Explorer, Firefox, Chrome & Safari web browser

› Monitors run from 50+ global monitoring stations

› Real browser performance metrics (e.g. when all elements been loaded and is the page ready to be rendered in your browser).

› JavaScript error reporting

› Timed screenshots of a website loading in the browser (e.g. from a white screen to the full page)

› Waterfall charts of all embedded elements in a page (images, CSS files, etc.)


Mobile - In-App Monitoring

› Announced June 14th at Velocity Conference

› Reduce application deletion rates and increase sales

› Aimed at developers of mobile Applications

› Low impact – instrumentation of the application

› Device owner has control

› Privacy maintained - no personal data is collected

** NEW **


NIMSOFT DCIM


Introducing Nimsoft DCIM – Solution

Chiller

CRAC

CRAC

CRAC

DX

PDU PDU RPP

UPS UPS

Generator

Generator

BMS

Storage

Vblock/ Flexpod

CRAC CRAH

Servers

Fault Management

SLA Management

Performance and Availability Mgmt

Nimsoft Service Desk Integ

Nimsoft CMDB Integ

Virtualization and Cloud Management

ecoMeter probe

Billing and Metering

DCI

M


Nimsoft DCIM - Features

› Based on Industry-leading ecoMeter technology – Top right leader position in DCIM quadrants by IDC and Verdantrix

› Comprehensive analysis via various DCIM calculations templates

» OOB Calculations: Total PDU Power, Total Generator Power, CRAC Power, Total Consumption Power , Total Power Quality Meter Power , Total Diesel Generator Power, Electric Board Power, PUE, Total IT Load, Total Non IT Load, Total DC Load

› Complete Real-time data capture of power, cooling, environmentals with OOB data collection templates for various data center systems and devices

» Modbus device templates: Cyberex breaker , E-Mon Power Quality Meter, Eaton PDU, FM200 Fire Panel, ION PDU, Schneider Electric Power Quality Meter, Siemens PDU,

» SNMP device templates: APC Rack PDU, APC env Rack PDU, APC UPS, PDI PDU, Liebert PDU, Trane Opto CRAC


Nimsoft DCIM Offering (contd.)

› Numerous Out-of-box UMP Unified dashboards for Datacenter Summary, PDUs, CRACs, UPSs etc.

» Various drilldown list views and perform reports

› Sample Dashboard-designer-based custom dashboards for all types of devices and data center/location summary

› Support for multiple datacenters analysis

› Multi-tenancy data collection, analysis and Dashboards

› Predictive SLA Analysis and base-lining

› Hardware converter boxes for non TCP-IP data collection e.g. Serio I/O(RS-485): TrendPoint EnerSure TrendPoint EnviroCube (Optional)


THANK YOU! Q&A

ca partner day - service management in saas - milano e roma

Technology

nimsoft dcim

nimsoft company

nimsoft service desk

nimsoft portfolio page

nimsoft web archive

cloud monitoring

monitoring solutions

agentbased monitoring