how application discovery and dependency mapping can stop you from losing customers

How Application Discovery and

Dependency Mapping can stop you

from losing customers

March 19, 2015

Eveline Oehrlich

VP, Research Director

Forrester Research

Arun Balachandran

Sr. Marketing Analyst

ManageEngine

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Eveline Oehrlich – VP, Research DirectorEveline covers BT & IT Operations and service delivery, her

current research focuses on the implementation of best practices

around people, processes and technology to advance BT & IT

Operations teams into the age of the customer. Her coverage

includes service management from a holistic or partial

perspective, including topics such as Service Portfolio

Management, Technology Business Management and many

other aspects of BT and IT.

Arun Balachandran – Sr. Marketing AnalystArun is a senior marketing analyst at ManageEngine and

currently works for ManageEngine’s application performance

management solution. Arun is the author of application

performance management white papers such as Integrated

Performance Management for Physical, Virtual and Cloud

Infrastructure and Going Beyond Plain Virtualization

Monitoring. He has a masters degree in computer applications.

Today’s Presenters

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• Log questions in the Questions panel

located on the lower right corner of your

screen

• Questions will be addressed during the

Q&A session of the event

Questions

Event recording

• An archived version of the event

recording will be available at

www.ManageEngine.com/apm

Event presentation

• A PDF of the PowerPoint

presentation will be available

Logistics for Today’s Webinar

http://www.manageengine.com/apm

How Application Discovery &

Dependency Mapping Can Stop You

From Losing Customers…Eveline Oehrlich, VP, Research Director

March 10, 2015

© 2014 Forrester Research, Inc. Reproduction Prohibited 5

Agenda

• The age of the customer

• The customer lifecycle

• MTTR must change

• A different approach

• Conclusion


Age of manufacturing

Mass manufacturing

makes industrial

powerhouses

successful

• Ford

• Boeing

• GE

• RCA

Age of distribution

Global connections

and transportation

systems make

distribution key

• Wal-Mart

• Toyota

• P&G

• UPS

Age of information

Connected PCs and

supply chains mean

those that control

information flow

dominate

• Amazon

• Google

• Comcast

• Capital One

Age of the customer

Empowered buyers

demand a new level of

customer obsession

• Macy’s

• Salesforce.com

• USAA

• Amazon

The age of the customer is a 20-year business cycle in which the

most successful enterprises will reinvent themselves to systematically

understand and serve increasingly powerful customers.

Empowered customers have given rise to a new era led by empowered customers


Turn big data

into business

insights

Transform

the customer

experience

Accelerate

your digital

business

Age of the

customer

Embrace

the mobile

mind shift

Here’s how your buyers are thinking about the market imperatives

Ascending before descending

Source: John E. Hunter, Frank L. Schmidt, and Michael K. Judiesch (1990), Individual Differences in Output Variability as a Function of Job Complexity, Journal of

Applied Psychology, Volume 75, Vol. 1 (p.36)


Business leaders prioritize growth and customer experience improvement


Two technology management agendas

Technology

management = BT

Business technology: The

systems, technologies, and

processes to win, serve, and

retain customers.

IT +

Information technology: The

systems, technologies, and

processes to support and

transform an organization’s

internal operations.

The work an organization performs to

differentiate products and services

and achieve business outcomes with

technology.

Source: 1TM Terminology

https://docs.google.com/a/forrester.com/spreadsheet/ccc?key=0AibVsTmQIAYjdFJEOHNZWVJ2UllFbTVScEtaZnpNU

lE&usp=drive_web#gid=0


50K foot view of the BT Agenda

Customer journey

Business capabilities

System patterns

Technology portfolio

BT leadership

Activates

Catalyzes changes

in systems

Consume

resources

Shapes priorities

Delivers outcomes

Systems of:1.Record2.Engagement3.Automation

© 2014 Forrester Research, Inc. Reproduction Prohibited

Customer Journey: The Customer Life Cycle

May 2014 “Brief: Systems Of Engagement Take Center Stage”



Customer journey


System patterns


BT leadership

Activates

Catalyzes changes

in systems

Consume

resources

Shapes priorities

Delivers outcomes


Business Processes

Services Hierarchy

14

Business

Services

ISB

us

ine

ss

Application

Services

Co

nsu

ltin

g S

erv

ices

Infrastructure Services

Project and Support -Related Services for IT

Partners and Key Stakeholders

+ Storage & Backup+ System Monitoring+ Facilities management+ Scheduling+ Database

+ SAP+ Network+ Web Site Hosting

+ e-sourcing,+ Treasury system,+ Brand Image library,

+ e-learning,+ Back office reporting,+ Sales force system,

+ Order to cash,+ Plan to produce,+ Financial cycles




Customer journey


System patterns


BT leadership

Activates

Catalyzes changes

in systems

Consume

resources

Shapes priorities

Delivers outcomes



Characterizing Three Classes Of Software SystemsMay 2014 “Brief: Systems Of Engagement Take Center Stage”


Systems Of Engagement Directly Touch CustomersMay 2014 “Brief: Systems Of Engagement Take Center Stage”



Customer journey


System patterns


BT leadership

Activates

Catalyzes changes

in systems

Consume

resources

Shapes priorities

Delivers outcomes



Business Technology Supporting CLC

Source: July 29, 2014, “Top Technologies For Your BT Agenda” Forrester report

Application Discovery &

Dependency Mapping

› Mean time to resolution is a good Operations KPI

› Mean time to identify

› Mean time to know

› Mean time to fix

› Mean time to verify

MTTI MTTK MTTF MTTV

1. Where Does I&O Waste Time (i.e., Money)?

MTTR

HERE is the

opportunity!

F A C T S


47 %increasetickets volumes

due to

new apps & systems

Source: HDI Supprt Center Practices & Salary Report 2014

Only 35% of support organizations have

adopted problem management .


Only 12% of support centers have

adopted event management.


The Growth Of Applications And Mobile Apps› Applications will dominate the market growth

› Mobile app will dominate within

Additional Technology Management Challenges

› Increase in application and infrastructure complexity

• Decreasing hardware and software costs mean actually an acceleration in numbers

› Difficulty of administration and support

• Leads to resource allocation to administration and support rather than strategic projects

• Need to compensate by hiring more people

• IT will quickly reach an unsustainable cost structure

Processes and Tools are Interdependent

Tools influence processes

• Tools can be used to automate processes

› Save on resources

• Processes can be enabled by tools

› More accurate and granular information

› Better analysis of information

0 10 20 30 40 50 60

Incident ManagementChange ManagementProblem Management

Knowledge ManagementAsset Management

Service Level ManagementConfiguration Management

Request FullfillmentService Catalog Management

Release & Deployment…Access ManagementInformation Security…Event Management

Business Relationship…Availability Management

IT Service Cont. ManagementCapacity Management

Service Portfolio ManagementFinancial Management For…Strategy management For…

Supplier ManagementTransition Planning & Support

ITIL Adoption 2014

Percentage of organizations

who have adopted each process

Source: HDI 2014


Need a more sophisticated

approach


The Resolution

Business process

Infrastructure

component

Infrastructure

component

Infrastructure

component

Infrastructure

component

Infrastructure

component

Application Application Application

Service-ecosystem dependency models: Application Mapping


Automated Application Mapping

Component

Discovery

Ecosystem

Service

Model

(Metadata

Repository)

Asset

And

Configuration

Data

Application

Mapping

Component

Data Collection

Discovery of

Application patterns

Mapping of applications

To components

Application Mapping = Enabling Technology› Release management: check development and production

dependencies

› Configuration and change management: understanding impact

› Compliance and audit trails

› Cost control and charge back

› Infrastructure consolidation

› Disaster recovery site and planning

› IT Operation management: dynamic provisioning, incident management, service level management, capacity planning, etc.


Example: Application to Incident and Problem Resolution

Application

Network Components Server Components Database Components

Tree Structure

of Network Analysis

Tree Structure

of Server Analysis

Tree Structure

of Database Analysis

Incident management:

Events

Capacity

Performance

End user

complaints


Example: Application to Incident and Problem Resolution

Application

Network Components Server Components Database Components

Tree Structure

of Network Analysis

Tree Structure

of Server Analysis

Tree Structure

of Database Analysis

Impact analysis

Triage

Problem management

Component Alerts

Conclusion

Service Oriented Management

• Requires a link between business process and infrastructure: the application service model

• Crosses “Management Domains”

• Is the result of a strategy, not of multiple tactical initiatives

• Results in business alignment Processes need to be automatized

• Reduces manual work and allows the shift of resources

• Eliminates human error

Thank youEveline Oehrlich

[email protected]

mailto:[email protected]

Arun Balachandran

Sr. Product Marketing Analyst

ManageEngine

A sneak peek into ManageEngine’supcoming ADDM feature

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Greater Complexity of IT Infrastructure

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Visualize application interdependencies in complex

environments.

Quickly estimate the service impact of downtime or failures.

Expedite application troubleshooting by pinpointing

associated components.

Introduction to ADDM

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Agentless discovery for easier deployment.

Uses standard protocols and ports – WMI, SSH, SNMP

Aid for automatic creation of business service groups.

Accurate view of infrastructure

Data can be used as an input to CMDB.

Currently in beta. GA release targeted for Q3 2015.

ADDM

User inputs IP range, subnets

Adds credentials for relevant apps and specifies TCP ports

ADDM runs full discovery scan across network and discovers apps & systems

User chooses to create map of discovered devices and apps

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New Discovery Wizard

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Depends on the network response time, number of devices

and credentials provided for discovery.

Ideally, for a network of 255 devices with 10 credentials

(inclusive of device and application credentials), discovery

takes around 8 minutes.

Time taken for discovery

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Discovered Applications and Devices

47

Sample Dependency Map

48

About Applications Manager

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Q&A – Please Log Questions in the Questions Panel

Find out more about ManageEngine APM solutions athttp://www.manageengine.com/APM

http://www.manageengine.com/APM

Thanks!

Contact: [email protected]

Live Demo: http://demo.appmanager.com

On Twitter: @barun

mailto:[email protected]

http://demo.appmanager.com/