netiq operations center 5: the monitoring interface of the ...€¦ · ‒ identifying the root...

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NetIQ Operations Center 5: The Monitoring Interface of the FutureLecture

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NetIQ10: Operations CenterThe Management Interface of the Future

Frank MooreAdvanced Technical Training Engineer – Data [email protected]

Last Revised: 04/19/2012

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2 © 2011 NetIQ Corporation. All rights reserved.

Operations Center: Interface of the FutureCourse Introduction

‒ This course will introduce you to an end-to-end management solution for essential business services that combines systems level monitoring with service level management

‒ The goal is to provide a powerful, service level view of the environment that reveals the business implications of events in the IT infrastructure and allows you to manage Service Level Agreements in a meaningful way

‒ You will learn how to integrate AppManager 8 with Operations Center 5, build a service model and apply a Service Level Agreement



Operations Center: Interface of the FutureSections

1. The Need

2. AppManager Overview

3. Operations Center Overview

4. The Integration Adapter

5. The Service Model

6. The Service Level Agreement


Section 1The Need



The Need

Monitoring Limitations‒ Advanced monitoring solutions provide IT organizations with

essential visibility into the health and performance of all systems, applications and infrastructure components

‒ Without device level monitoring there is no way to know that a service is in peril before the service desk lights up or to pinpoint the system level cause of a service level failure

‒ In large IT environments even advanced monitoring tools, such as AppManager, can not provide a way to ensure high levels of service availability or consistent fulfillment of service level agreements (SLAs)



The Need

Monitoring Limitations‒ Advanced monitoring tools, such as AppManager, can collect

and report a great range of events and data points but in large environments with thousands of servers and applications two structural problems emerge

‒ Data overload

‒ The volume of the system level monitoring data streams makes it very difficult to identify high priority events that signal developing problems in the infrastructure that could impact important business services

‒ Data isolation

‒ Most IT organization use a variety of tools from multiple vendors to instrument and monitor different parts of the IT environment

‒ The result is that monitoring data flows into separate, isolated silos which makes it very difficult to consolidate all the health and performance information relevant to a particular business service in a single management view



The Need

Monitoring Limitations‒ These structural problems create operational challenges for IT

‒ Prioritizing a response that quickly and efficiently addresses changes in systems health and performance before they impact service quality is difficult

‒ Identifying the root cause of service level incidents is difficult, even when data has been collected

‒ This means longer times are required for analysis and resolution which translates into longer outages and intervals of reduced service quality

‒ Service impacting events continue to cost organizations between 1 and 2 percent of annual revenue

‒ Providing the information needed to provide accurate Service Level Agreements for a business service as a whole and not just individual components of the IT environment


Section 2AppManager Overview



AppManager Overview

What AppManager does‒ The NetIQ AppManager Suite is a comprehensive solution for

managing, diagnosing, analyzing, reporting and resolving performance, availability and server health for a broad spectrum of operating environments, applications and server hardware

‒ It helps IT organizations

‒ Manage application performance to ensure they meet user needs

‒ Keep monitoring current with policies in dynamic environments

‒ Collect service level and capacity management data to measure and maintain performance



AppManager Overview

What AppManager does‒ AppManager works across Windows, Unix and Linux

environments

‒ It has support for virtualization, unified communications, Microsoft applications and databases

‒ It provides predictive performance management to alert you to potential problems based on monitoring thresholds



AppManager Overview

AppManager Features‒ Monitoring

‒ Server and application availability

‒ Network response and throughput

‒ Single console monitoring of distributed enterprises

‒ Computer Management

‒ Management Groups

‒ View

‒ Service Maps

‒ Reports

‒ VoIP Management



AppManager Overview

AppManager Features‒ Automated Responsive Actions

‒ Error correction

‒ Notification

‒ Automated Agent Deployment

‒ Automated detection of new computers and applications

‒ Automated remote deployment of agents and modules

‒ Rapid response to changing environments

‒ Multiple firewall friendly deployment servers

‒ Customized deployment schedules

‒ Software Inventory

‒ Network Device Management



AppManager Overview

Key Benefits‒ Centralize control over the IT environment

‒ Scalability beyond 10,000 servers all managed from a single console

‒ Reduce the time and skills needed to manage the IT environment

‒ Discovers system and application changes

‒ Applies monitoring according to policies

‒ Enables rapid deployment of monitoring to more than 60 popular applications using pre-built Knowledge Scripts

‒ Provides self-monitoring to identify problems

‒ Makes configuration suggestions to optimize reliability



AppManager Overview

Key Benefits‒ Meet the different needs of multiple business units or

customers

‒ Supports exceptions and customizations to provide flexibility

‒ Provides an end-user perspective of business service performance to help enable operations to prioritize incident response

‒ Safely adopt technologies, such as

‒ VMware ESX Server

‒ Microsoft SharePoint and Exchange Server

‒ Oracle Grid Computing

‒ Avaya, Cisco or Nortel IP Telephony (VoIP) solutions

‒ And much more


Section 3Operations Center Overview



Operations Center Overview

What is Operations Center?

‒ Operations Center dynamically links the business related services IT delivers to the underlying IT infrastructure

‒ Operations Center solution benefits

‒ Reduce IT outages and their duration by 50 to 70 %

‒ Reduce costs by up to 30% which can allow IT to focus more on providing competitive advantage than fixing problems

‒ Minimize the risks to business services caused by carefully planned configuration changes by up to 80%

‒ Understand the business impact of IT service disruptions

‒ Communicate the value of IT to the business by implementing Service Level Management to automate monitoring, measuring and reporting SLA compliance




What is Operations Center?‒ Many critical IT initiatives are part of Operations Center

‒ ITIL based management

‒ CMDB development

‒ Service Level Management

‒ Business process or application monitoring

‒ Availability and performance dashboards

‒ Single pane-of-glass management



CMDB

Operations Center OverviewHow it Works

• Service Models:• Correlation• Root Cause

Analysis• Service Levels• Access Control • Automation

• Integration Data Sources:

• Enterprise Management Data

• Asset Data• Service Catalog

Definition Data• Application Data• Discovery Data

• Presentation:• Client• Dashboard




Integrating Data

‒ Operations Center connects to other management systems and can either discover the topology (if the management system supports that) or it allows you to generate and maintain a model

‒ Operations Center associates the integrated data into service models to provide an end-to-end view of the current state of the elements across an enterprise

‒ They depict the relationship between IT resources and the services they support across management systems, business process and companies




Adapters

‒ Adapters are the integration points that allow the Operations Center server to connect to any third-party management system and to provide information from that system

‒ There are adapters out-of-the-box for almost all widely used management solutions

‒ They replicate much of the functionality available in that management system

‒ They are configured in a one-to-one relationship and for some systems they provide bidirectional functionality

‒ Some adapters provide performance data natively, such as BMC Patrol or NetIQ AppManager but for almost any other adapter we can capture, store and chart the data

‒ The real power is the ability to integrate the data from multiple adapters into one service model




Adapters

‒ One of the most important adapters is the Data Integrator adapter since it allow you to integrate data from business data base sources

‒ Integrates business metric, help desk tickets and other information residing in other databases

‒ Allows the surfacing of data from any JDBC compliant database

‒ The Data Integrator adapter extracts data from specified sources and integrates it into Operations Center

‒ Has an editor to create and edit adapter definitions

‒ Uses rule sets to correlate data




Monitoring

‒ Operations Center lets you effectively monitor and manage availability and performance of applications and IT services

‒ Multiple adapters are used to monitor different aspects of the business and IT environment to provide a complete end-to-end picture of all components for the business service

‒ The Service Configuration Manager is used to build service models using data from multiple sources

‒ You create service models that provide the power to more effectively manage your business services by allowing

‒ Root Cause – Quickly identify the real cause of a problem

‒ Impact Analysis – What services would be impacted if this component had a problem




Dashboard

‒ Dashboard is an effective way to empower business and IT management by delivering accurate, real-time and historical information to run the business

‒ Web 2.0 compliant

‒ Can be easily tailored to any specific IT or business role or information need, such as critical systems availability or important application performance

‒ Users get an easy-to-use interface that gives them an actionable view into IT infrastructure and service management tasks


© 2011 NetIQ Corporation. All rights reserved.24


Order Processing Availability Management

Multi Metric Monitoring

Network Services

SLA Compliance IT Management




Service Level Management

‒ Apply a SLA to the business service as a whole, replacing management by the 9's on individual components

‒ Automatically measure and report on IT service level quality and SLAs in real-time or historically

‒ The historical information allows you to negotiate new SLAs with an understanding of what is realistic

‒ Allows you to more effectively deliver high quality IT services in terms that are meaningful to the business

‒ Has predictive algorithms that allow you to see SLA compliance trends before they become non-compliant




SLA Reporting

‒ Dashboard Charts can be built to visualize SLA status


Section 4The Integration Adapter



The Integration Adapter

Overview

‒ In Operations Center the AppManager adapter is out-of-the-box for AppManager version 7 and 8

‒ You must create an adapter for every instance of a NetIQ database repository (QDB) server on the network

‒ This allows Operations Center access to all the data regardless of which repository it is stored in

‒ You must use SQL authentication since the JDBC driver does not support Windows authentication




Create Adapter

‒ The properties screen for the AppManager adapter




Adapter Properties

‒ AlarmColumns

‒ A comma separated list that determines which alarm columns display and the order in which the alarm items display in the Alarms view

‒ ControlCenterExtensions

‒ Enables special extensions used with AppManager Control Center and enables the Service Configuration Manager job to communicate with the adapter

‒ The default is False

‒ DbHost

‒ Name of the host on which the NetIQ data repository resides




Adapter Properties

‒ DbName

‒ The NetIQ database name (case sensitive)

‒ The default is QDB

‒ If located on a named instance of a database you must declare the instance

‒ For example, QDB;instance=instance_name

‒ DbPassword

‒ The DbUser password

‒ DbPort

‒ The port on which the NetIQ database server listens

‒ The default is 1433




Adapter Properties

‒ DbProperties

‒ Enter a value when it is necessary to override a database connection property

‒ For example, some versions of SQL Server require setting AutoCommit to False but the default in DbProperties is True

‒ For multiple properties, comma-delimit the name-value pairs

‒ DbUser

‒ The database user ID with unrestricted access to the database identified by DbName

‒ The default is sa




Adapter Properties

‒ Discovery Views

‒ A list of views to discover at adapter startup

‒ The default is Master

‒ ReconTimer

‒ The adapter schedules reconciliation events every x minutes after the completion of the previous reconciliation event

‒ ReformatEventFields

‒ Alarm column names that require Operations Center to truncate leading characters

‒ You can use any characters as the truncation delimiter

‒ For example, if the KPName column contains ###:NT_CPU but only NT_CPU should display then the entry is KPName=:




Adapter Properties

‒ Script.onError

‒ A script that executes if the adapter fails for any reason

‒ Script.onInitialized

‒ A script that executes when the adapter initializes

‒ Script.onStarted

‒ A script that executes when the adapter starts

‒ Script.onStopped

‒ A script that executes when the adapter stops

‒ ScriptCategories

‒ A list of Knowledge Scripts that run to populate element jobs


Section 5The Service Model



The Service ModelIntroduction

‒ A service model is a unique set of enterprise resources that pertain to a particular business service

‒ Service models are used to analyze, monitor and manage the impact of the technology on a business service based on the interactions among these systems

‒ Modeling your business processes enables monitoring and managing the availability and performance of the business service itself, not the individual components



The Service ModelIntroduction

‒ Operations Center uses service models to provide a configurable model of the IT environment from a business perspective

‒ In Operations Center a service model presents a set of elements in a hierarchy that represents the relationships among the elements

‒ Operations Center tools create these element hierarchies based on criteria to provide a business service view

‒ Operations Center can associate information from various management platforms into these service models to provide an end-to-end view of the current state of the elements and the business service



The Service ModelModeling Tools for Creating Service Models

‒ Service Models Hierarchy (Console)

‒ Add elements to define attributes and relationships of enterprise resources

‒ Service Configuration Manager

‒ Generates new element hierarchies from multiple data sources

‒ Automatically discovers dependencies and identifies changes

‒ Builds and maintains Service Models automatically and dynamically without having to do it manually

‒ Layout View (Console)

‒ Create visual representations of element, service and process information using graphics and drawing tools

‒ Dynamically links graphics to element conditions and attributes



The Service ModelPopulating Service Models

‒ After defining the service model components you need to populate it with data from different sources

‒ They are brought into Operations Center using adapters

‒ These elements drive the state of the service model

‒ There are different methods to decide which elements to include in the service model

‒ You can match elements by criteria using the element name, class or a property

‒ You can generate elements from external data sources using Service Configuration Manager

‒ You can also drag and drop elements from anyplace in the Element hierarchy to a service model



The Service ModelUnderstanding Service Models

‒ In order to construct a Service Model you must first understand the application or process that you are trying to build

‒ The first step is to perform a Business Process Analysis to determine all of the enterprise resources used from a day-to-day standpoint to provide a business service and then build relationships between the resources and technologies

‒ Can include people, infrastructure components, locations and IT resources

‒ The hard part is getting the customer to agree on the details

‒ Only then can you begin building the Service Model and applying the required security




‒ Constructing a service model starts by defining a hierarchy that represents any aspect of the enterprise you want to manage, including

‒ Services, such as an online store or credit card processing

‒ Geography, such as a data center

‒ Infrastructure components, such as servers

‒ Building a meaningful service model begins with a clear understanding of enterprise resources and a plan for organizing them




‒ IT resources commonly represented in a service model and the objects that are monitored

‒ Network

‒ Paths between management platforms and servers where the application components exist

‒ Routers, switches, VPNs, ports, etc

‒ Users

‒ Devices and paths that allow users to connect to an application

‒ Workstations, routers, switches, VPNs, ports, etc.

‒ Servers

‒ Includes servers that run application processes and other servers an application is dependent on

‒ CPU, memory, file systems space, etc




‒ IT resources commonly represented in a service model and the objects that are monitored

‒ Application

‒ Running processes, services, tasks, etc

‒ Processes and services that must run for an application

‒ Databases

‒ Database tables, locks, database processes and services, etc

‒ Also monitor the processes, services and servers that support the database itself

‒ Additional categories can be added as necessary




‒ Use service models to group elements that represent various management activities or services related to a business

‒ For example, an Order Processing system could consist of Order Capture, Billing, Manufacturing and Delivery Services

‒ These elements can be subdivided into functional and/or physical groupings

‒ For example, Order Capture could consist of a Web Farm, Database Farm, Network Communications and an Order Capture application

‒ Service Models are presented in element hierarchies that can consist of elements (Elements) or other business resources




‒ Service Model Element Hierarchy and Layout drawing




‒ Determine how your company organizes network management activities since the configuration should reflect the way your company works



The Service ModelCreating Service Models

‒ The process includes the following general steps

1. Use the Add Element option to define the major components

- Usually the top layers of the hierarchy

2. Create the next layers of the Service Model from a variety of sources

- The information can be pulled from corporate databases or spreadsheets to

show corporate structure

3. Create the lowest levels of elements using adapters to pull additional

structure and/or events from other monitoring and management

systems in the environment

- The lower layer elements are created by management tool integrations




‒ To start the process right-click the Enterprise > Services Service Models folder and select Add Element

‒ Enter a case sensitive name

‒ Repeat the process to build the upper levels of the hierarchy making sure to browse for the class for each element




‒ Service Model Properties

‒ When Service Model elements are created they have standard property pages, such as Status, Condition and Comments

‒ They also have a unique Elements property page that is used to select elements to drive the element's condition and alarms

‒ Custom property pages can be added as well




‒ Algorithms to Determine an Element's Condition

‒ Service model elements are defined in terms of other elements, such as routers, devices, applications, sites, etc.

‒ By default, objects derive condition (state) from the highest severity of all other objects on which they depend

‒ The algorithm is called Highest

‒ Operations Center provides customizable algorithms that can replace the default algorithm or you can write you own

‒ See the radio buttons at the top in the Condition page of the properties for the element




‒ Algorithms to Determine an Element's Condition




‒ Standard Property Information




‒ Standard Property Pages

‒ Status

‒ Displays the condition information

‒ Can exclude this element from impact reporting

‒ Comments

‒ Add text comments about the element

‒ See historical comments

‒ Condition

‒ Select the algorithm used to calculate the element's condition

‒ Contact

‒ User contact information





‒ Elements

‒ Select the elements to drive this element's conditions and alarms

‒ Impacted

‒ Identifies higher level elements that are affected by the condition of this element

‒ Root Cause

‒ Identify lower level elements that caused a condition change of this element

‒ Administration – Access Control

‒ Maintain access privileges of users and groups for this element





‒ Administration – Automation

‒ Maintain automation events, actions and descriptions for this element

‒ Administration – Blackout Calendar

‒ Define a blackout calendar which halts data capture at times when the element has planned or unplanned maintenance or down time that does not affect other elements in the hierarchy

‒ Administration – Performance

‒ Displays a list of all available performance profiles so you can add this element to a profile so that data for it will be collected in the Service Warehouse

‒ Administration – Service Level Agreements

‒ Identifies Service Level Agreements or objectives defined for this element




‒ After defining the upper level elements of the service model you populate it with elements from different sources

‒ Use standard or custom adapters

‒ Generate from external data sources using the Service Configuration Manager (SCM)

‒ Drag-and-drop from anyplace in the Elements hierarchy

‒ Pastes a copy of the element as a child of the target element and retains a link to the original element so changes made to the original element affect the linked element




‒ You can use property matching criteria to assign elements and the options used to move or copy elements in the Explorer pane

‒ Assigning elements to a Service Model using the Elements property page provides different methods for selecting elements

‒ Elements: Browse to and select specific elements

‒ Match: Selects elements based on a regular expression or LDAP syntax based on the elements DName

‒ Script: Selects elements based on a script written in NOC Script

‒ The entire script must evaluate to True or False

‒ Only use when selection is too complicated for a regular expression or where you require using a property other than Dname

‒ Class: Selects elements based on element class name




‒ Browse to or Find and then Select Specific Element(s)




‒ Match by Regular Expression




‒ Match by Script Expression




‒ Match by Class


Section 6The Service Level Agreement



The Service Level Agreement

Introduction

‒ A service level agreement (SLA) is a contract between a service provider and a customer that specifies the service to be provided and the acceptable level of service

‒ The key for a meaningful SLA is to apply it to the business service as a whole and not just on the individual components

‒ The acceptable level of service is defined by establishing key objectives that must be measurable so both sides can determine if it complies with the agreement

‒ The objectives are combined in the SLA agreement, which can specify the number of objectives to be met in a defined time period




Service Level Agreements

‒ Types of measurable data

‒ Incidents - Events that occur when the service reaches or exceeds a specified condition

‒ Outages - Incidents that result in key services becoming unavailable

‒ Downtime - The total elapsed time of an incident

‒ Availability - The amount of time that a service is operational or the amount of time that an element has not reached a specified condition

‒ Expressed as a percentage of total time





‒ Typical objectives are based on the following

‒ Incidents - The service can have a specific number of incidents during a defined time period

‒ Outages - The service can have a specific number of outages during a defined time period

‒ Downtime - The service can be down or unavailable for a specific amount of time during a defined time period

‒ Availability - The service must be available for a specific amount of time during a defined time period

‒ Calculation – The service must meet a custom objective that is defined by either

‒ A mathematical calculation performed on element properties

‒ A key metric formed from querying data in an external data source





‒ The ongoing task of determining whether a service provider is in compliance with its Service Level Agreements involves the following processes

‒ Collecting data

‒ Storing data

‒ Defining objectives

‒ Defining SLAs

‒ Monitoring

‒ Reporting

‒ Operations Center has tools to help with each process




Service Level Manager

‒ The Operation Center tool for defining and implementing Service Level Agreements

‒ Service Level Manager has the following components

‒ SLM Engine – Measures and monitors service level metrics and handles all warning and violation activity

‒ Service Warehouse – Stores the service level metrics and alarm history

‒ Console – Client used to access SLM data and functionality




Defining Service Level Agreements

‒ To define SLAs the following things must be done

1. Create an agreement in Administration > Service Level Agreements

- The following are done in the Objectives tab

2. Select a calendar to apply to the agreement

3. Select a time zone to apply, if different than than the default

4. For each objective assign a Time Category

5. Select Elements to which the SLA applies

6. Define the Objectives and the order in which they apply

- The following is done in the Health tab

7. Specify Health Calculation rules




Defining Service Level Agreements‒ Creating an Agreement




Defining Service Level Agreements

‒ Selecting Elements

‒ You need to select the elements to which the SLA will apply

‒ Selecting Objectives

‒ Creating objectives requires understanding the various objective types and options

‒ After creating and assigning objectives to a SLA you must consider the order of the objectives since they are applied in the order they are listed on the Objectives tab

‒ Health - Rules

‒ SLA health is based on the health of the objectives

‒ There are rules for calculating SLA health and factors that influence the calculation




Defining Service Level Agreements‒ Health - Rules

‒ Health calculations rules can be set for each SLA and they override the global health calculation rules




Defining Service Level Agreements‒ Viewing SLAs and the SLA Hierarchy

‒ For each agreement there are three branches that provide different ways of monitoring the status of the SLA

‒ Objectives: Each defined objective regardless of where in the hierarchy it is defined

‒ Affected Elements: The complete element structure for all elements contained in the agreements umbrella. Each element has an Objectives folder showing all objectives applied to it

‒ Overrides: Any change (or override) made on any objective at any point in the hierarchy which affects all elements from that point down




Defining Service Level Agreements‒ Viewing SLAs and the SLA Hierarchy

‒ The Service Level Agreements hierarchy in the Explorers pane




Reporting Service Level Agreements

‒ There are many reports and graphics that can be used to report on SLAs in Dashboard

‒ For example


Interface of the Future Labs



Operations Center: Interface of the Future

Lab Exercise

Labs

‒ In this lab you will learn how to use Operations Center as the monitoring interface for AppManager, build a business service model and apply a SLA to the business service

1. Lab Preparation

2. Create the AppManager Adapter

3. Create a Service Model

4. Create a Service Level Agreement


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