can you trust your it monitoring solutions?

#zendd1

Sept 12, 2013

Can You Trust Your IT Monitoring Solutions?

Transforming IT Operations

John Rakowski Analyst, Forrester

Deepak KanwarMarketing Strategist, Zenoss

2

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Making Leaders Successful Every Day

Can You Trust Your IT Monitoring Solutions?John Rakowski, AnalystSeptember 12, 2013

@momskij

© 2013 Forrester Research, Inc. Reproduction Prohibited 5

Agenda

›Can We Trust Our Monitoring Solutions?

›Complexity And Monitoring

›A Holistic And Unified Approach To Business Technology Monitoring

The ‘Proactive’ Monitoring of Technology Based Services Is Essential To Business Success

MONITORINGPROMISES

- Detection Of Issues/Problems before end-users

- Detect The Root Cause Of The Issue To Prevent It Happening Again


So How Are We Doing?

Source: A commissioned study conducted by Forrester Consulting on behalf of Zenoss, August 2013

Detection Of Issues Before The End-User

Over a ¼!

Base: 157 North American IT decision makers


So How Are We Doing?


Root Cause Analysis

Nearly 1/3! Base: 157 North American IT decision makers

So How Are We Doing? Poll

When there is a performance or availability alert in relation to an IT service/application, on average how many error events are generated by your organizations monitoring tools?

› Under 5

› 5 to 20

› 21-100

› 101 – 500

› Over 500

› Don’t know

Are We Getting Swamped By Monitoring Tool Alerts?

Today, We Can’t Trust Our Monitoring Solutions To Provide IT Service Assurance


Agenda

›Can We Trust Our Monitoring Solutions




In Order Improve Our Monitoring Approach,

We Need To Understand…

Complexity

Complexity

The Future Brings Complexity

2013-202020122011201020092008

Process

People

Strategy

Real Complexity

ManualAbility

Theoretical

Technology


Systems Of Engagement StrategyTechnology Fuels The Business

1


Systems Of Engagement Can Amplify Monitoring Deficiencies

…Further Impacting The Reputation Of Enterprise IT!

1


Distributed Technology Environments


Distributed And Increasingly Complex

2

“What best describes your IT environment?”

A mix of mainframe and distributed systems

Mostly distributed, on premise with a mix of operating systems

Mostly distributed operating systems with private cloud

Mostly distributed operating systems with public cloud

Mostly distributed a mix of operating systems with hybrid (public and private) cloud

36%

24%

22%

3%

17%



Hybrid Environments Can Amplify Monitoring Deficiencies

Source: May 2013, “The Hybrid² Integration Challenge”

How Do You Ensure That Your Cloud

Provider Is Monitoring Your

Services?

2


The Affects Of Distributed Environments

Storage, Networks, Server

Oracle, SQL, Hadoop, NoSQL

CRM, HR, BPMS, BRMS

Service Desk, Problem Mgmt

Infrastructure

Data

Applications

Support

Storage ManagerNetwork Manager

Database Admin,Network Manager

Developers,ApplicationManager

Service DeskManagerSDM, ProblemManager

Cloud

BI

Mobile

BYOD

IT Service Assurance?

Agility?

Risk?

ROI?

Business

Benefit?

2



“How many different technology monitoring tools/solutions are in use at your organization today?”

1

2-4

5-9

10-14

15-19

20-29

30-49

50+

Don't know

4%

26%

30%

14%

4%

4%

3%

7%

8%


2 Leads To An Increasing # Of Monitoring Solutions


New Enterprise IT Operating ModelsRequire Customer-Centric Processes

Source: July, 25 2013 ‘Prepare Your Infrastructure And Operations For 2020 With Tools And Technologies’

3

ServiceCatalog

Monitorin

g Is The Foundatio

n To These

Proce

sses

So Which IT Processes Do You Utilize? PollIn which IT processes do you utilize monitoring solutions today?

› Incident Management

› DevOps

› Capacity Planning

› Demand Analysis

› Service Catalog

› None of the above

› Don’t know


Unfortunately Monitoring Is Only Used In Incident Management Processes Today…

To Manage Complexity Requires A Monitoring Strategy

That Provides The Following Benefits:



Our Monitoring Tools Don’t Do A Good Job Here!

3


Today Monitoring Tools Don’t Improve Incident Management Processes

MTTI MTTK MTTF MTTV

MTTR

“During the last, memorable major performance or availability alert, how long did it take to identify the root cause of the problem?”

Up to 2 hours for MTTK.

Root Cause Analysis

Features Are Missing!

What’s The

Impact To The

Business?



3


We Also Need To Talk About “DevOps”

Technology Can Help Us Become More

Competitive!

Develop Quickly!

AGILE Methodologies

Required. Test in Production

Get It Over To Ops.

We Need To Maintain Control & Stability Like ITIL

SaysCAB,

Approval Boards

?#!Argggh!

This Is Not The Wild West Of IT ?

#! Argggh!

Monitoring Is Essential To Governing DevOps Approaches

3


Today Monitoring Is Not Helping Solve DevOps Challenges

“What would you say are the three main causes of technology performance or availability issues in your environment today?”

Unplanned IT capacity or demand requirements

Inadequately tested changes in pre-production/test environments

Configuration changes /drift in applications

Aging or poorly maintained technology infrastructure

Inadequately planned changes

Lack of investment in proactive support

Lack of strategy in regards to monitoring/management tool selection

Have too many tools in the environment/ silo based monitoring

Poor relationships with technology partners and suppliers (inc. outsourced service providers)

56%

42%

35%

35%

33%

19%

13%

13%

10%



DevOps Is A Catalyst For These

Issues

3


IT Organizations Will Become Customer Centric And Streamlined

Source: February 2013 “New Organizational Models Of IT Balance Efficiency With Responsiveness”

The Right ‘Organization Fit’ Depends on The Business Value

Enterprise IT Will Provide

Core Requirements:• Automation• Agility• Consultative

Monitoring Is A Foundation In New Enterprise IT Organizations

4


Monitoring Today Relies Too Heavily On People For The Wrong Reasons

When a major performance or availability alert arises, which statement most closely resembles the resolution process in your organization?

Alert is manually escalated to the relevant team/Subject Matter Expert based on the knowledge of an engineer/help desk operative

Alert is detected by a monitoring tool; overall service impact largely deduced via human knowledge, alert manually escalated to the relevant team/Subject Matter Expert

Alert is detected by a monitoring tool; overall service impact largely deduced via human knowledge, alert automatically escalated to the relevant team/Subject Matter Expert

Alert is detected by a monitoring tool; overall service impact clearly displayed in a centralized event console, alert manually escalated to the relevant team/Subject Matter Expert

Alert is detected by a monitoring tool; overall service impact clearly displayed in a centralized event console, alert automatically escalated to the relevant team/Subject Matter Expert

We do not experience major performance or availability alerts

The resolution process varies for each major performance or availability alert

21%

27%

24%

11%

6%

1%

10%

To Further Compound This

Issue, 63% Reported That They Use Over 4 FTEs During Last Problem!



4

This Leads To The ‘ATKHAATKM’ Approach To Support

• Support Today Suffers From:

• ‘All The Kings Horses And All The Kings Men’

• This Approach Breeds The Wrong Type of ‘IT Hero’

• Enterprise IT Support Value Is Really Only Seen When a Major Incident Occurs…

This Is Not The Approach Required To Deal With Rising

Complexity


Agenda

›Can We Trust Our Monitoring Solutions




To Trust That Our Monitoring Can Deal With Rising Complexity We Need To Move a Holistic And Unified Approach


A Blueprint For A Holistic And Unified Approach To Monitoring

2. Define IT Services Need

To Be Monitored From A Business

Perspective

3. Assemble A Customer

Centric Monitoring Portfolio

4. Market The Benefits Of Monitoring

1. Centralize Your Support

Operation

These Steps Are Not A ‘One Time’

Activity


Centralize your Support Operation This will be your hardest challenge!

You need to consolidate

the people to optimize skills!

1


Consolidate Into An Operations Center Approach

March 2013 “Evolve Your Operations Center For True Service Management”

1

Triage, IT Service

knowledge

Monitoring And

Automation

Service Desk


Define IT Services To Be Monitored

› Engage your customers

• Who are they?

• What applications/IT services do theyuse?

• How do they define application availability and performance?

• How can you work with application developers/ownersto ensure ‘healthy’ applications?

› Proactive Monitoring Depends On Your Customers Perception of IT Service Availability And Performance

Never, ever stop the dialogue!

2

Understand Their Relation To Business Functions

• Collaboration Services• Business CRM Services

2

A Unified Monitoring Solution Approach Is Essential

Unified monitoring solution – servers, storage, networking etc.

Easy setup and monitoring configuration

Agentless monitoring

Software As A Service (SaaS) option

Compelling solution roadmap relevant to your challenges

Open source solution

Time based (14 day to 3 month) trial version with full functionality

Strong customer community

Documented customer adoption case studies

Subscription license

Freemium version available with limited functionality

Industry awards

23%

6%

8%

13%

6%

11%

8%

8%

9%

4%

3%

1%

16%

13%

15%

8%

12%

9%

11%

4%

5%

3%

3%

9%

17%

13%

13%

12%

6%

6%

10%

4%

10%

1%

Ranked 1 Ranked 2 Ranked 3

“If you were looking to select a monitoring solution in the future, what factors would influence your decision to purchase?”

3




Focus On Customer Centric Monitoring

Application Transaction

Mapping

The Aim Is To Ensure an End to End Unified Monitoring Approach

Photo Order

End User Experience

Business Dashboards

ITSM Integration

Application

Database

Workload

Unified Console

Automation

3


Understand Systems Of Engagement Monitoring Requirements

“Please select the top four capabilities that you would like from future monitoring solutions”

Awareness of issues/problems before end-users experience them

Quick root/probability cause analysis

Live dashboards that clearly summarize current service/application availability

Simple configuration of new monitors/rules/thresholds

End-to-end application and/or service monitoring

Automated response (actions, scripts etc) to issues or events

Accurate reporting on past IT performance and availability

Capacity and demand analysis

Scenario or “what-if” analysis

Communicating the value of Enterprise IT

27%

11%

10%

9%

18%

6%

8%

6%

3%

2%

15%

18%

18%

13%

6%

9%

8%

6%

3%

4%

13%

16%

15%

11%

8%

13%

9%

7%

7%

1%

Ranked 1 Ranked 2 Ranked 3



Todays Requirements

Systems Of Engagement

3

Market The Benefits of Monitoring

• Promote The Value Of Monitoring Solutions

• Create Business Centric Dashboards That Show The Business Importance Of It Services:

• Revenue Related Dashboards

• Customer BehaviourDashboards

4

Recommendations

Audit The Monitoring Solutions In Your Environment

Do They Cover End-To-End, Customer Centric Monitoring?

Begin To Identify IT Strategic Programs That You Can Leverage For Monitoring Investment

Start To Build The Business Case For Support Centralization

Thank youJohn Rakowski

+44 0207 323 7761

[email protected]

@momskij

42

ZenossTransforming IT Operations

Cool Vendor inIT Operations 2010

Best Monitoring Toolfor the Cloud

• Category• Open Source & Commercial Offerings• Large Active Community: 105K Members

• Fastest Growing Enterprise Management Software Company• 2010, 2011,2012 Inc 500• 2011 #22 2012 #55 on Deloitte Fast 500• Growth across key segments: Enterprise, Web, Federal, SMB,

Service Provider

• Most Widely Adopted Cloud Management Console• Largest install-base of any cloud-capable management product

in the market• Unifies physical, virtual & cloud monitoring• Enables public, private and hybrid cloud scenarios

• Strong Business & Team• Rapid growth with new customer acquisition and retention• Annapolis, MD & Austin, TX & San Jose, CA


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Zenoss Service DynamicsDriving Efficiency and Lowering MTTR

Resource Manager

Impact Analytics

ZenPacks•Bring extensibility to Zenoss platform

•Add capability without rip & replace

Resource Manager• Unified full-stack monitoring• Topology modeling and

visualization• Large scale event

processing• Multi-instance event

aggregation

Impact• Real time service

dependency mapping and impact analysis

• Automated root cause analysis

Analytics• Service Level Reporting

from a Single Dashboard. • Trends & Patterns to help

Root Cause Analysis• Input for Capacity planning

& infrastructure optimization

ZenPacks

44 © 2013 All rights reserved.

Holistic view to help meet SLAs

Delivers fault and performance analytics for application services as well as infrastructure components

We needed to know whether machines went down and why, and needed to be able to fix those issues immediately. With an easy to use interface, Zenoss proactive alerts allowed us to spot and fix issues in minutes" David Naley, Systems Administrator, KeyMark

45 © 2013 All rights reserved.

Get a Head Start on your Problem Resolution

"We see problems or alerts much sooner on subsets of web cluster or staging nodes that we are able to catch before they actually make it to production." Scott McCool, Web Hosting Manager Nature.com

• Identify possible causes for service disruption

• Communicate the source of the problem

• Provide a head-start on service restoration

46

Real Insight into your Environment


• Real Service Level Views• Customizable Reports to meet your business needs• Patterns and trends for Capacity Planning & Infrastructure Optimization

47

Summary


• Zenoss Service Dynamics

• Unified solution that reduces complexity in modern datacenters

• Provides Service Level context to your monitoring

• Generates actionable alerts that can shorten MTTK and MTTR

• Provides detailed analysis of your IT Ops today and identifies trends for vital input in your capacity planning and infrastructure optimization

"It is all about minimizing performance degradation and downtime, and Zenoss does a great job of that. The solution works exactly the way we need it to work." Marty Meyers, Global Network Operations Manager, Rackspace

48

Q&A

For more information:

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[email protected]

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can you trust your it monitoring solutions?

Technology

forrester research

business technology

forrester consulting

distributed systems

monitoring deficiencies

distributed operating

monitoring tool alerts

mix of operating systems