learn best practices of a true hybrid it management approach

IT & DATA MANAGEMENT RESEARCH,

INDUSTRY ANALYSIS & CONSULTING

Best Practices for

Hybrid IT Management

Julie Craig

Research Director,

Application Management

Enterprise Management Associates

Ben Fawcett

CTO

Orb Data

Rob Lamb

VP, Hybrid Cloud

IBM


INDUSTRY ANALYSIS & CONSULTING© 2016, Enterprise Management Associates

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INDUSTRY ANALYSIS & CONSULTING3 © 2017 Enterprise Management Associates, Inc.

Featured Speakers

Julie Craig, Research Director, EMA

Julie has over 20 years of experience in software engineering, IT infrastructure engineering, and enterprise management. At EMA, Julie’s focus areas include DevOps, application performance and availability management, Application Discovery and Dependency Mapping, software development, and software as a service.

Rob Lamb, VP, Hybrid Cloud, IBM

Rob is a seasoned senior technology executive who has held leading positions in software development, sales, marketing, and business development in North America and Europe. Currently, Rob leads the strategy, offering management, and development of IBM's Hybrid Cloud Management portfolio.

Ben Fawcett, CTO, Orb Data

In his role as CTO at Orb Data, Ben is responsible for Orb Data’s software solution program, developing off-the-shelf and bespoke solutions in IT Service Management. Ben also works as a Lead Consultant for Orb Data and has over 18 years of experience providing strategy, architecture, development and implementation services in a range of Enterprise Management products, particularly in the IBM Hybrid Cloud portfolio.


INDUSTRY ANALYSIS & CONSULTING4 © 2017 Enterprise Management Associates, Inc.

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Best Practices for

Hybrid IT Management

Julie Craig

Research Director,


Enterprise Management Associates


INDUSTRY ANALYSIS & CONSULTING© 2017 Enterprise Management Associates, Inc.

Agenda

• Hybrid Architectures and Ecosystems

• Service Delivery Challenges in a Hybrid World

• Automation for Service Delivery and the Role of

Analytics

• Navigating the Hybrid Shift

6



One “flavor” of Hybrid IT

7 © 2017 Enterprise Management Associates, Inc.

Hybrid ITThe connection of one or

more clouds to on-premises

systems and/or the

connection of one or more

public or private clouds to

other clouds.

Successful hybrid

deployments deliver:‒ Platform choice

‒ Integration and portability

‒ Data and analytics

‒ Visibility, control and

security

On-Premises IT

Public

Dedicated and Local

Private



% Of Companies Running Hybrid Transactions Spanning On-

prem And External Services Has Grown By 31% In Past 2 Years


Is your organization running "hybrid" transactions that share data

and/or functionality between externally hosted applications (public

cloud or outsourced) and in-house delivered applications?

68%

26%

6%

Yes

No

Don't know

2017

2015


INDUSTRY ANALYSIS & CONSULTING© 2017 Enterprise Management Associates, Inc.9

Agenda




Analytics




Challenge #1: Filling Instrumentation Gaps: APIs, WAN

Provider, Internet, Cloud Response Time, etc.


Which types of external services are the primary types you are connecting TO (consuming)?

46%

44%

39%

39%

35%

33%

9%

Customer-provided services

Software as a Service (SaaS)

Supplier-provided services

Partner-provided services

Infrastructure as a Service (IaaS)

Platform as a Service (PaaS)

Open-source sites and assets

“Hybrid” almost synonymous with “connected”.

How well do your tools support integration points?



Challenge #2: Evolving From Silo Based To

Cross-functional Support Teams And Tools


Sample Size = 201

What is the primary way in which your IT teams diagnose and solve

application-related problems that occur in production environments?

27%

23%

21%

18%

10%

Troubleshooting primarily supported by domain experts (such aswindows admins, DBAs, etc.) using silo tools

Troubleshooting primarily supported by DevOps teams (or cross-functionally trained personnel) using silo tools

Troubleshooting primarily supported by "war room" meetings

Troubleshooting primarily supported by DevOps teams (or cross-functionally trained personnel) using on-premise hosted Application

Management or Application Performance Management (APM) toolsets

Troubleshooting primarily supported by DevOps teams (or cross-functionally trained personnel) using Cloud hosted Application

Management or Application Performance Management (APM) toolsets



Additional Hybrid IT Challenges

• Provisioning diverse platforms– Each platform and cloud service has unique provisioning requirements and

consumption models

• User self service– Taking IT out of the equation by providing self-service provisioning options for

Development and Test teams

• Deploying and supporting integrations– APIs, MQ, cloud-based integration connect diverse components and platforms

into transactions

• Multi-cloud decision-making, inter-cloud governance– Determining the “right” cloud option for a given workload, governance policies

related to each platform type, etc.

• Orchestrating development and support of hybrid services – Development, DevOps/Continuous Delivery practices and tools addressing

cross-functional support

• Re-tooling for Hybrid IT Performance and Availability Management– Advanced analytics supporting IT personnel in delivering complex apps

12



Agenda




Analytics




Two Types Of Tools-related “Hybridization”

• Data integration consolidating and sharing metrics from diverse toolsets across the application lifecycle

– Day to day support for all aspects of hybrid IT via sharing of artifacts from diverse IT monitoring and management tools

• Supports evolution from silo-focused to cross functionally-focused IT support practices

• Supports cross-functional support and DevOps functions

• Integrations and analytics supporting a unified view to hybrid IT environments

– Delivers an integrated view into the end to end hybrid service

– Correlation/analysis of metrics generated by diverse instrumentation systems (infrastructure/app monitoring, UEM, API, etc.) via an analytics overlay

• This design maximizes the value proposition of existing tools investments while moving IT support practices into the future

14



Automating The Lifecycle: Sharing Artifacts Produced

At Each Stage With Subsequent Stages

15 © 2016, Enterprise Management Associates

Stage Roles Tools

Design Lead Roles: Development. LOB Stakeholders

Participants: Ops

ALM

Requirements Management

Modeling

Project Management

Develop Lead Roles: Development.

Participants: LOB Stakeholders, Ops

IDEs

Debug

Repository

Error Scan

Build Automation

Test Lead Roles: Development/QA, Ops

Participants: LOB Stakeholders

Test Management

Test Data Management

API Test

Integration Test (Service Virtualization)

Deploy/

Release

Lead Roles: Development, Ops

Participants: LOB Stakeholders

Process Orchestration

Configuration Management

Release Automation

Manage Lead Roles: Ops

Participants: Development, LOB Stakeholders

Run Book Automation

Systems Management


Performance/Availability Mgt

User Experience Management

Service Desk/Trouble Ticket

Assess Lead Roles: LOB Stakeholders

Participants: Development, Ops

Service Level Management



But Data Alone Is Not Enough; Analytics Increasingly

Important To Management Of Complex Applications

16

A cohesive hybrid IT management platform

Automation umbrella/overlay correlates from underlying tools,

delivering single pane of glass into hybrid environments



Agenda




Analytics




Recommendations

• Vision: A consolidated “top down” approach to hybrid management consisting of an intelligent operational analytics overlay consolidating disparate platforms into one operational model

• Steps:– Complete an assessment and gap analysis of tools supporting IT

infrastructure, network, and application management

– Re-evaluate performance of cross-platform integrations and network connections that can seriously impact application performance/availability

– Identify gaps and requirements for near term future

– Deploy tools addressing current gaps, focusing on both on-premises and off-premises systems

– Develop a strategy for integrating current metrics/instrumentation by adding an intelligent analytics overlay

– Plan for the “next steps” required for further management automation

18

July, 2017

Integrate, Automate, InnovateSolutions for a hybrid IT management strategy

20

say a hybrid IT

management

strategy helps get

new apps into

market faster.

69%

The right set of hybrid IT management solutions lead to better customer experience and competitive advantage.

APPLICATIONS & SERVICES

Deliver them faster and with

higher availability, reliability and

performance

MULTI-CLOUD ENVIRONMENTS

Seamlessly connect and manage private,

public, and multi-cloud environments

IT INFRASTRUCTURE

Infuse analytics into IT operations

management solutions – proactive

vs. reactive

SOURCE: IBM Market Development & Insights Market Research, 2017

Better manage your hybrid IT environment.

IT infrastructure performanceLook for a mature suite of solutions that let you

identify and resolve problems faster and contain

embedded analytics for true insights.

Application performanceLook for solutions that not only allow you to get

apps into market faster, but also help you ensure

their availability and performance.

22

Better manage your hybrid IT environment.

IT infrastructure performanceLook for a mature suite of solutions that let you

identify and resolve problems faster and contain

embedded analytics for true insights.

Application servicesThe right application server solutions will let you

create, connect and optimize your apps wherever

they are to help you increase your speed to market

and reduce costs.

Multi-cloud connectivityThere are now solutions to help you get clear

visibility into multi-cloud environments and

provision, orchestrate and define policies from a

single console.

Application performanceLook for solutions that not only allow you to get

apps into market faster, but also help you ensure

their availability and performance.

23

IBM’s suite of hybrid IT management solutions can help you integrate, automate and innovate.

IT infrastructure performanceNetcool Operations Insight solutions will let you

better monitor and manage your IT operations

environments with integrated tools, correlated

data, and embedded analytics.

Application servicesWebSphere Application Server, coupled with new

offering around microservices, enables simple and

seamless migration of existing applications to the

cloud as well as ease of creating and deploying

“net-new” apps.

Multi-cloud connectivityIBM Cloud private with cloud automation features

allows you to keep mission-critical apps secure

while still enabling connectivity to other public or

private clouds so you can manage true multi-cloud

environments in an automated way.

Application performanceApplication Performance Management (APM)

solutions give you the right set of tools to diagnose

and resolve application issues faster and more

accurately – even predict them before they occur.

24

The rate and pace of

adoption is based on a

company’s needs.

What’s important to remember is a hybrid IT management strategy is not an “all or nothing” approach.

Let’s look at a few examples of companies already embarking on our hybrid IT management strategy

Integration between IBM hybrid IT

management products reduced

their outage times, and improved

identification of issues before they

became problems.

Through IBM multi-cloud provisioning

as an integrated part of their hybrid IT

management strategy, they have

improved deployment accuracy of

applications using less resources

Growing customer engagement and

sales with IBM Cloud based

microservices build on WebSphere, as

an integrated part of their IT hybrid

management solution.4

26

Now, many hybrid IT management solutions are “shifting left” and also providing benefits to Dev environments.

SOURCE: APM & DevOps Study. IBM Market Development & Insights. 4Q17

These APM tools and capabilities are

expanding from operations into

development.

“The biggest impact so far is increased

productivity. We have much less

downtime than we did before.”

-- CIO, Wholesale 1,000 – 4,999 size

27

For more information and getting started, IBM

can help:

Visit us at: www.ibm.com/cloud-computing/products/hybrid-it-management/

Call us at: 1-844-95-CLOUD (Priority code: CLOUD)

https://www.ibm.com/cloud-computing/products/hybrid-it-management/

LEARN BEST PRACTICES OF A TRUE HYBRID

IT MANAGEMENT APPROACH

Ben Fawcett

CTO, Orb Data

About Orb Data

ITSM Consultancy since 1998 IBM Gold Business Partner

Focus on IBM Hybrid Cloud Solutions

Consultancy / Training

Managed Services and Remote Support

Cloud based ITSM Services (SaaS)

Orb Data developed offerings

OpsAlerts.com – Netcool Operations Insight as a Service

Self Service Portal for ITM

Cello - Mobile Device Management Portal –IBM Award for Endpoint Management and Innovation

Independent advice and support

http://blog.orb-data.com

30

HOW ARE RECENT TRENDS IMPACTING ITSM DEPARTMENTS?

IT consumers are becoming more demanding

User experience

On-demand

Self-service and in control

Access to their own SaaS

Business applications are more dynamic

Virtualisation

Composite applications

Containers

DevOps

Now!

31

HOW ARE RECENT TRENDS IMPACTING ITSM DEPARTMENTS?

Application Performance Management (APM) has become a Big Data problem Metric collection

Logfile analysis

Event trends

Business expectations are rising Automation – deployment, detection and

remediation

Analytics

Business Service mapping, measuring and visualising

32

FUNDAMENTALS OF ITSM

The ITSM landscape and tooling are changing but many fundamentals are not

Understand what you have and empower the IT users to understand it

Unify the tooling and standardise your approach and methodology

Improve efficiency and automate repeatable tasks

Develop an Overall Strategic Vision that embraces hybrid and is appropriate for your organisation

Self-Service -> Empower and Devolve

Service Catalogue -> Standardise and Automate

Exploit analytics -> Predict, Reduce and Improve

DevOps initiatives -> Unified approach to ITSM

33

PRACTICAL AND TACTICAL

Realising a strategic vision doesn’t happen overnight

What practical steps can you take to prepare for managing complex Hybrid Services?

Some examples of recent Orb Data client projects

1. Unifying data across the cloud - Global Bank

Public SaaS Service Desk and CMDB, on-premises IT Operations and Capacity Management

2. Using Operations Analytics - Large Telco

Using analytics to improve IT Operations efficiencies

3. User Driven Deployment - Financial Services

Using self-service as a model to empower users, devolve responsibility, enforce standards and automate deployment

4. Shift left… and right? We’re all developers

A word on DevOps and how ITSM teams should respond

Unifying data across the cloud - Global Bank

SaaS Service Desk

Business applications on-premises and hybrid

Unifying Data for:

Service Views

Event Enrichment

Capacity Planning

35

SOLUTION OVERVIEW

Public Cloud SaaSService Desk

Data Warehouse

IBM DASH

IBM Netcool OMNIbus

IBM Netcool ImpactCMDB

Tivoli Common Reporting

Topology

IBM Application Performance

Montoring

Severity Modelling

Enrichment

Events

Impact UI Data

Provider

Data Merge

Performance Metrics

Events

Auto-ticketingIncidents

36

ENRICHMENT

Server Service Application Component

ukepd01 Payments EasyPay Database

ukepd02 Payments EasyPay Database

ukepweb01 Payments EasyPay Web

ukfsftp01 Payments FileSafe FTP

37

TOPOLOGY

Item Topology ID Topology Parent ID

Layer

Payments 0 - 1

EasyPay 1 0 2

Database 2 1 3

ukepdb01 3 2 4

ukepdb02 4 2 4

Web 5 1 3

ukepweb01 6 5 4

38

SEVERITY CALCULATION

Active and inactive handling for

resilient resources

A rules table to apply a severity

multiplier to particular events

A weighting for each child node in

the tree

Various severity models to choose

for each node - including maximum,

average and weighted average

39

SERVICE TOPOLOGY VIEW

Operations Analytics at a Large Telco

Large Telecoms business Managed Service division

IT Event Management service for customers

Individual Netcool environments to serve each customer

Upgrade to Netcool Operations Insight to exploit the Operations Analytics capabilities

Key Objectives

Reduce the number of alerts displayed to Operations Team through event grouping and a reduction in the events generated at source

Reduce the Mean Time to Responsedue to the reduced number of alerts displayed to Operations

Reduce the Mean Time to Recoverydue to the reduced workload for the operations team and the event search facility available via Log Analysis

42

WHAT DID WE DO?

1. Conducted Regular review of event grouping analysis reports

2. Built new light weight dashboards

3. Implemented Log Analysis event search facility to aid with problem determination

4. Conducted Regular review of seasonality reports

5. Engaged Subject Matter Experts to define Event Scoping

6. And retrained the operators

43

RELATED EVENT STATISTICS

14806 events reduced to 75995% efficiency

Average group Size

10595 events covered by top 100 groups

Top group size

Average group Size

44

IT OPERATIONS EFFICIENCY

Pre-Occurrence Incident ResolutionEvent

Time

0

Event Count

Event SearchRelated Event Analytics

Seasonal Analytics

Service Desk Integration

Event Scope Grouping

DashboardsHistorical Event Analysis

Maintenance Management

Message Catalogue

45

OPSALERTS FROM ORB DATA

IBM Netcool Operations Insight as a Service - Event management in the cloud

Built on IBM Bluemix

Real-time event analytics

Health dashboards

Message Catalogue

Maintenance Management

Service Desk integration

46

BENEFITTING FROM CLOUD AND DEVOPS TRENDS

SaaS applications are available to ITSM teams too IBM Alert Notifications IBM Runbook Automation Website monitoring Orb Data OpsAlerts : IBM Netcool

Operations Insight as a Service

Shift Left? But what ideas should ITSM learn from Development? Source control and Release

Management API management and integration Focus on User Experience Automated testing Service definitions and automated

provisioning of ITSM

THANK YOU

[email protected]

http://blog.orb-data.com/

mailto:[email protected]

http://blog.orb-data.com/

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