Client Monitoring with System Center Operations Manager 2007
Level 200
• Experience supporting, administering and
monitoring Windows-based servers
• Experience with MOM 2005
• Familiarity with Windows Server 2003
user and administrative interface
Helpful Experience
Agenda
• Customer Challenges• Flexible Approach• Client Monitoring Management packs
– Windows Vista– Network Access protection (NAP)
• Audit collection (ACS)• Summary
Productivity/Cost ImplicationsProductivity lossesPotential data lossNo IT awarenessRoot problem not fixed
Lack of Awareness of End-User ProblemsUnreported issues drive productivity and satisfaction down and costs up
Desktop Crash!
<10%(1)
>90%(1)
+
+
(1) CER TAP participant interviews; MS Help desk qualitative discussions
RebootMost common end-user behavior
EscalateDesktop Admin likely see <5 %
of crashes
Call Help deskFew help
desks equipped to
resolve
ResolveKnown errors fielded before
All costs above and …One-off escalations often low priorityLittle ability to track problems from changes (i.e., patch, new app)
All costs above and …Help desk FTE costAdditional productivity loss in time with helpdesk
Customer Challenges• We need a low-cost means to monitor knowledge worker
productivity issues • Crash and hang problem impact knowledge worker
productivity• Simple and low cost methods for monitoring large scale• Our first tier operators need to resolve more issues to
improve turnaround• I want to correlate operational data to reduce helpdesk
cost
We need a low-cost means to monitor knowledge worker productivity issues
•Inaccurate projections of my desktop upgrades lead to inefficient use of resources•Capture the client experience as part of Service delivery•I need visibility into resource utilization of desktop resources•Determental impact of software updates for desktops is costly
It’s tough to analyze and understand our
enterprise from servers to desktops
•Without understanding the health of our mission critical line of business applications, our organization is very reactive•SOX and other regulatory compliance challenges•Very hard to apply domain knowledge of internal built apps•I have to deliver higher availability and quality of service for business critical desktop
It’s difficult to manage our business critical client desktops &
applications
Agentless Exception MonitoringNo agent deployment requiredIntegrates with Windows Error Reporting (Watson)Visibility to and resolution knowledge for client crashesEntire Enterprise space
Collective Client MonitoringReporting and alerting on collections of clients Proactive monitoring of errors, utilization, performance and reliabilityRemote diagnostic and troubleshooting tasksClient desktop as part of end to end service
Business Critical Client MonitoringDeeper monitoring and alerting on individual clients Verified availability via heartbeatHost for user perspective transactionsOptional: security auditing capabilities
Flexible Approach Scales to meet diverse needs for entire Enterprise
Agentless Exception Monitoring• Enables collection, viewing and reporting of
application and operating system crashes • Acquiring, viewing and editing knowledge
response• Leverages Watson and Windows Error
reporting clients • Allows Enterprises to manage flow of crash
information• Aggregates Error data for reporting• Scales to the entire Enterprise
AEM – Collection
Watson.microsoft.com
HTTP(s)://momserver/W
atson
\\momserver\errordata
AEM Knowledge Resolution
• Control Error forwarding of Error reports– Basic – Detailed
• Microsoft provides knowledge response for forwarded Error reports
• Filtering of forwarded Error report data• Control privacy for diagnostic data gathering• Provide help desk response options for crashes• Specify a “self help” link to display to end users for a
crash
AEM – Knowledge Resolution
Watson.microsoft.com
HTTP(s)://momserver/W
atson
\\momserver\errordata
Report - Top N Applications
AEM - Benefits• Simple configuration and deployment of
functionality reaching entire Enterprise• Aggregated Reports on Error data collected
gives visibility into Top crashes• Provide help desk response options for
incoming crashes• Alert on aggregated crash/hang data• Secure, Reliable, Efficient reporting on
Windows Vista– HTTP based secure error reporting– Improved report extraction
Configure Client Monitoring
demo
Agentless Exception MonitoringNo agent deployment requiredIntegrates with Windows Error Reporting (Watson)Visibility to and resolution knowledge for client crashesEntire Enterprise space
Collective Client MonitoringReporting and alerting on groups of clientsProactive monitoring of errors, utilization, and reliabilityRemote diagnostic and troubleshooting tasksClient as part of end to end service delivery
Business Critical Client MonitoringDeeper monitoring and alerting on individual clients Verified availability via heartbeatHost for user perspective transactionsOptional: security auditing capabilities
Flexible Approach Scales to meet diverse needs for entire Enterprise
Agent Design Goals
• Monitoring requirement scale to fit goals– Monitor a collection of clients for medium scale– Business critical desktop for smaller scale
• Agent optimizations– Resilient in disconnected client environment– Resource utilization on client machines– Lower alerting of clients
• Agent scalability depends on level of Client Monitoring
• Use System Center Capacity planner for sizing
Client MP design Goals• Collective Monitoring
– Reporting and alerting on groups of clients– Monitor collectively for Availability,
performance, reliability– Collective User perspective monitoring
• Business Critical Client Monitoring– Deeper monitoring and alerting on
individual clients– Individual User perspective monitoring – Audit collection
• Zero configuration OOB for standard features
Client Monitoring MPs• Windows Management Pack
– Windows 2000– Windows XP– Windows Vista
• NAP• Audit Collection• Information Worker Management Pack
– Office 2000– Office XP– Office 2003
Windows Management PackWindows 2000, XP - Features
• Availability and Reliability– Service availability– Resource availability – storage, CPU– Reliability of critical resources
• Performance– Shell responsiveness– Startup/Shutdown
• Hardware and configuration– Service and share configuration
Windows Management PackWindows 2000, XP - Features
• Views–Client specific
• Tasks–System Information–Network Diagnostics–System Restart/Shutdown–Process Diagnostics (NEW)
• Reports–Global reports
Windows Vista MPDiagnostics Monitoring• Disk Monitoring
– Disk failure– Self-healing disk– Gradual degradation– Disk utilization
• Performance Monitoring– Trends on desktop performance– Root-cause analysis
• Resource bottlenecks• Applications with problems
• Memory monitoring– Memory hardware health– Low memory conditions
Windows Vista MPReports
• Enable upgrade decisions based on hardware
performance
• Determine which machines to upgrade
• Set hardware standards
• Pick OEMs to use
• Upgrade software
Windows Management PackGetting Better with Windows Vista – Reports
NAP Client Service Monitoring
• Track NAP service operation• Provides NAP service status and trends • Reports
– Health policy Compliant/Noncompliant Clients– Client remediation time and trends– Early warning of developing health policy compliance
problems
Health Policy NonCompliant Clients Report
Audit Collection Requirement
• Compliance requirement to centrally collect,
monitor, report and archive security events
• Maintain audit trail of internal security related
activities
• Requires highly scalable and secure collection
infrastructure for huge volume of security events
• Further details in separate session
Information Worker MPOverview• Platform and Version Coverage
– Windows 2000 Professional, XP,Windows Vista, Office XP, 2003, 2000
• Designed for Collective and Business Critical Client Monitoring
• Suite of Management Packs– Separate MP’s for each Windows or
Office Application– Office XP, Office 2003, Office 2007, Internet Explorer 5.0,
Internet Explorer 6.0, Internet Explorer 7.0, Windows Media Player
Information Worker MPWindows and Office Features
• Availability Monitoring– Crash and Hang Management– Outlook Mail Availability – Internet Explorer Site Availability– Data source (Database) Availability
• Performance Monitoring– Resource Utilization Management
Information Worker MPWindows and Office Features
• Global Collective and Business Critical Monitoring– Are my IW applications crashing or hanging?– Are my IW applications consuming to many resources?
• Application Specific Collective and Business Critical Monitoring– Are Office Outlook clients able to send receive mail?– Is Windows Internet Explorer able to access sites?– Is Windows Client Desktop able to access data sources
(eg:DB)?
Client Monitoring benefits• AEM delivers a simple, easily configurable mechanism
to monitor crash and hang problems• AEM monitoring facilitates large scale Enterprise
needs• Knowledge response from MS can be correlated with
operational data to reduce helpdesk cost
Ops Mgr facilitates low-cost
monitoring of crashes
• WindowsOS and Vista Reports assist in projecting desktop upgrade needs
• IW templates capture the client experience as part of Service delivery
• Vista Desktop resource utilization reports• Planned software updates for desktops
OpsMgr provides visibility across the
Enterprise from servers to desktops
• Monitor business critical applications end to end• ACS reports can be used as part of compliance • Proactive monitoring helps deliver higher availability
and quality of service for business critical desktop
Actively manage business critical
client desktops & applications
Summary• Client Monitoring reduces TCO of Windows
and IW applications across the entire Enterprise
• Features designed to scale diverse needs of your
Enterprise
• Agentless exception monitoring provides visibility
into client crashes at low cost
• Audit collection for security events from clients
• Improved experience on Windows Vista