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Systems management overview Serene 2014 Budapest Systems management overview | Serene14 | October 28, 2014 Zsolt Kocsis IBM Technical Manager, CEE Cloud and Smarter Infrastructure, [email protected]

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SERENE 2014 School on Engineering Resilient Cyber Physical Systems (http://serene.disim.univaq.it/2014/autumnschool/)

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Page 1: SERENE 2014 School: Zsolt kocsis serene2014_school

Systems management overviewSerene 2014 Budapest

Systems management overview | Serene14 | October 28, 2014

Zsolt Kocsis IBM Technical Manager, CEECloud and Smarter Infrastructure,[email protected]

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Zsolt Kocsis IBMCEE C&SI Technical Sales & Lab Services Leader

Experience Overview

• Zsolt Kocsis has over 30 years experience in IT industry• He has held key sales and technical roles with major global IT vendors• over 12 years in IBM Tivoli / C&SI

Key Projects and Clients

• Zsolt Kocsis is the leader of the C&SI and Security technical team in CEE GMT, including the Community of Practice, Technical sales and Lab Services teams.

• Leader of IBM Center for Advanced Studies in

Systems management overview | Serene14 | October 28, 2014

� MScEE, MBA � IBM certified Solution

Advisor for:– Security and compliance v3

– Service mgmt solutions

– Business automation management

– Storage Solutions

� ITIL certified

Key Projects and Clients

• Large Bank, - Architecture planning and technical lead of a storage management project

• Large Oil company : Architecture and technical lead a major systems management project

• Large Bank : Technical lead of Tvoli automation, and security(TIM) project• Large Telecommunication company : Technical coordination a large scale Telco

business services management project • Large Insurance company : technical support of large scale service management

project • Large Insurance Company, Hungary : Technical support large Identity

management project • Large Electricity Transmission company :Technical support large scale asset

management project for a country wide electric transmission company.• Large Telecom company: Fault mgmt services project lead• Research projects with Technical University of Budapest for Supply Chain planning

and forecast, and smarter city

Advanced Studies in Budapest, Associate Professor h.c at Budapest University of Technology

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Agenda

� Strategic Capability Network methodology� Goal of IT Service management� Fault management� Perfomance management� Events, Correlations� Business Systems management� Predictive Analytics� Process frameworks

Systems management overview | Serene14 | October 28, 2014

� Process frameworks

� Break

� Security aspects� Cyber Physical systems – asset management� Smarter city example� Project example: Telco service monitoring……� Q&A

3

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Strategic Capability Networks

� Patent Number: US 6249768 B1

� Assignee: International Business Machines

� Inventors: William A. Tulskie, Jr., Sugato Bagchi

� Patent Abstract: “An integrated framework is disclosed for analyzing a firm in

terms of its resources, capabilities and strategic positions, providing a Strategic

Capability Network composed of nodes signifying these resources, capabilities and

strategic positions, together with relationships between these nodes”

� Why we use : “A good methodology to map high-level customer strategy /

Systems management overview | Serene14 | October 28, 2014

� Why we use : “A good methodology to map high-level customer strategy /

requirements into product and solution architecture ”

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The Strategic Capability Network (SCN) Model provides a simple approach to connect various conceptual elements of Strategy into a structured model

V

Value Proposition: What a company needs to be in order to offer a differentiated value to the market.Example: Low cost, customer convenience, modular design, Best Customer ServiceVV

C

C

C

CC

CCapability: What a company needs to do in order to

achieve its strategic positions. Capabilities perform, improve, and create the activities of the firm.Example: Ability to design for customer assembly,

Systems management overview | Serene14 | October 28, 2014

C C

CC

Example: Ability to design for customer assembly, Ability to merchandise in-store and online. Ability to provide customer dashboards

RR

R

R

R

RR

R

R

R

Capability Enabler(Resource): What a company needs to have in order to perform its capabilities. Resources represent the process, knowledge, organization and technology assets of the firm.Example: In-house engineers and designers, store locations, store layout expertise, web developer/programmer, server…

R

R

R

R

RR

R

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�Generally the promises you find in marketing or advertising message.

�The benefit, or value received, will usually be in relation to cost, reliability, convenience, quality, etc.

�An enterprise will have many value propositions. These can be directed at different recipients or players in the value chain, e.g. shareholders, customers, suppliers,

Value Propositions are statements of benefit that are delivered

by the organisation to internal and external recipients.

Systems management overview | Serene14 | October 28, 2014

recipients or players in the value chain, e.g. shareholders, customers, suppliers, partners, employees. Example, Google:

– VP for Visitors : “Personalised content & service”, “Categorised and organized Information”

– VP for Advertisers : “Reach wide online audience”, “Direct/targeted advertising”

– VP for Merchants : “Access to large numbers of potential customers”, “Content hosting expertise”

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� Capabilities are usually stated as verb phrases

“The ability to …”.

– To the outside world, they represent the potential

outcomes (products / services) of interacting with

the Enterprise

Low Cost

Low Waste � Capabilities can support multiple Value Propositions

or other Capabilities

Capabilities are the things an organization must be able to

do in order to deliver its value propositions & strategic goals

Systems management overview | Serene14 | October 28, 2014

Low Waste Design

Low Storage Costs

Low CostMaterials

L/Term Supplier

Relationships

Example: IKEAVP & Supporting Capabilities

or other Capabilities (“indirect” or “supporting” capability)

� Capabilities can also hinder other capabilities

� Internally, Capabilities represent any combination of enabling resources (process, knowledge, organization, and technology)

� The exact configuration of these enablers can be chosen rather independently

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� May be identified as part of Strategy, but will become the essential ”Building Blocks” for Architectural Work supporting Enterprise Design for Initiatives and Solutions Capability

Resources, (also known as “enablers”) are the things that the organization need to have in order to enable the capabilities.

� Four types of resources are recognized:� Processes needed to deliver the required capabilities

� The organization that would be required in terms of roles and responsibilities, skills

Systems management overview | Serene14 | October 28, 2014

Information

Process

Organization

Technology

roles and responsibilities, skills

� The major categories of information that will be needed

� Technology that would be deployed to enable this capability (classes of application, key elements of infrastructure)

� Resources can support many business capabilities and do not by themselves provide business benefit.

� Rather in combination, enable one or more capabilities to be achieved

� Architecture provides the engineering approach to plan and guide the implementation of the “right combinations”

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� Process

– Manage Client Relationship

– Supplier Management

– Cross product selling

– Product Development

� Organization

� Information

– Supplier Information

– Product and Service

– Locations

– Contract / Agreement

� IT Technology

Resource Examples

Systems management overview | Serene14 | October 28, 2014

� Organization

– Cross Functional Client Service Teams

– Common Organizational structure,

grades, language and vision

– Flexible, multi skilled teams

– Knowledge Communities

� IT Technology

– C loud based, flexible infrastructure

– A nalytics to predicts future trends

– M obile salesforce Applications

– S ocial, Collaboration Technologies

– S ecurity solutions

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What values must IT provide?

IT Value Propositions

Technical Expertise to Resolve Issues

Real-Time Visibility of Customer Experience

24x7 End-to-end Process Visibilty

Authority to Take Action

Improved Availability

Systems management overview | Serene14 | October 28, 2014

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Enabling capabilities

IT Value Propositions

Turning it into a Strategic Capability Network

Technical Expertise to Resolve Issues

Real-Time Visibility of Customer Experience

24x7 End-to-end Process Visibilty

Authority to Take Action

Improved

Availability

Flexible, highly availaible Information Root-Cause

Systems management overview | Serene14 | October 28, 2014

Flexible, highly availaibleinfrastructure

Effective configurationmanagement

Proactive Analytics

Information Enrichment

Root-Cause Identification

Role-Based dashboards

Automation & GovernanceProblem Escalation

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IT Value Propositions

Enabling capabilities

Turning it into a Strategic Capability Network

Flexible, highly availaible Information Root-Cause

Technical Expertise to Resolve Issues

Real-Time Visibility of Customer Experience

24x7 End-to-end

Process Visibilty

Authority to Take Action

Improved

Availability

Systems management overview | Serene14 | October 28, 2014

Enablers

CloudProvosioning

Operations Insight

Mobile dashboards

Securitycompliacne

Socialapplications

Flexible, highly availaibleinfrastructure

Effective configurationmanagement

Proactive Analytics

Information Enrichment

Root-Cause Identification

Role-Based dashboards

Automation & GovernanceProblem Escalation

Cloud Analytics Mobile Social Security

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Optimize Innovate

Revenue

Cost

Agility

Risk

Unified Delivery

(Visibility+Control+Automation)

Events

Dashboard

Predictive

Insight

Proprietary APIs

Lifecycle/compliance

Open Standards

Devops

Sw defined env.

Systems management overview | Serene14 | October 28, 201413

Cloud On-premise / Legacy systems Endpoint/Mobile/BYOD Enterprise

Assets

Events

Metrics

logs

Discovery

Dependecies

Asset lifecycle

Provisioning

Patterns

ProcessesReports

Smarter

assetsOrchestration

IT Silos

Monitoring

Service desk

Sw defined env.

Xaas

Self service

Appstore

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IBM Service Management

1

26IBM Service ManagementIBM Service Management

11

2266

� How do I discover what I need to manage?

� What is my authoritative source of configurationitem information?

Dependencies

� What is happening with my infrastructure resources?

Monitoring and Events

Views� How do I bring together IT

and Business information in a meaningful and

Actions� How do I track, fix and

automate problem resolution?� How do provide IT agility

and automate criticalIT functions

IT ServiceManagement

Systems management overview | Serene14 | October 28, 201414

Management

3

4

5ManagementManagement

33

44

55

infrastructure resources?� How do I manage problems

effectively andefficiently?

User Experience� How are my transactions

performing?� How do I take the first steps

to align IT andmy business?

� What is the end-user experience?

Business Metrics � How do I apply a business

context to working problems?� How do I provide key

performanceindicators forthe business?

a meaningful and personalizedway?

Management

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Goal of systems management: fault management

� Fault management– Resource error detection facilitates corrective actions. The managed systems

issue events on status changes, with resource, time, status and severityinformation. Event are evaluated, and corrective actions initiated.

– Fault events paired by resolution events

– Event severity ( Fatal, critical, Minor, Warning, Harmless, Unknown) can be used to as abstract information on the resource health.

Systems management overview | Serene14 | October 28, 201415

used to as abstract information on the resource health.

– Error propagation chains. Events: reflexive or transitive.

– Appropriate for large complex systems, moderate data load, minimizedperformance impact, no limit event variety.

– Centralized event processing – or umbrella systems – allows enterprise widemanagement.

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Goal of systems management: fault management

� Fault management– Resource error detection facilitates corrective actions. The managed systems

issue events on status changes, with resource, time, status and severityinformation. Event are evaluated, and corrective actions initiated.

– Fault events paired by resolution events

– Event severity ( Fatal, critical, Minor, Warning, Harmless, Unknown) can be used to as abstract information on the resource health.

Systems management overview | Serene14 | October 28, 201416

used to as abstract information on the resource health.

– Error propagation chains. Events: reflexive or transitive.

– Appropriate for large complex systems, moderate data load, minimizedperformance impact, no limit event variety.

– Centralized event processing – or umbrella systems – allows enterprise widemanagement.

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What is Performance Management?� The ability to collect, store and report on historical data� What is collected?

– Periodic metrics

– Availability, volume, traffic & error rates, usage data etc. (NOT EVENTS!!)

� What do we do with it?– Store and report

– Detect real-time threshold violation , and use for outage prediction

Systems management overview | Serene14 | October 28, 201417

The same two traps are received…

Alarm Alarm Alarm Alarm

But are the underlying problems the same severity?

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Goal of systems management : performance management� Performance management

– Continuous sampling of resource key performance indicators

– to ensure proper behaviour and

– trigger corrective actions in a timely way,

– similar to a closed loop controls.

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– during normal operation with appropriate sampling rate.

– Historical behaviour can be used to forecast behaviour, and aligncapacity planning.

– High data load, measurement can impact operation

– Usually covers known, and limited numbers of KPIs.

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Elements in systems management

Sensors:Probe: module of collecting a single metrics, using regular providers: API, Logs,

SQL, events, WMI, CIM, or others.– Passive probe: collecting metrics generated by normal usage.

– Active probe: injects actions and capture response parameters.

Agent: complex managed system specific module collecting several metrics and evaluating behaviour using a resource model.Agent: located on managed system – or on proxy ( often called agent-less).

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Agent: located on managed system – or on proxy ( often called agent-less).Event: active message about status change on an endpoint ( alerts, notification,

etc.)Event Collector: an engine collecting metrics and events from sensors, to perform:

Event deduplication, event filtering, situation correlation and indicate action ( forwarding)

Event can be enriched by adding relevant information store in extended repositorieslocation, impacted users / services, responsible personnal, additional important aspect.

Presentation layer:Consolidated view of all events from the enterprise (umbrella), portal

Reports

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Monitoring Basics - VisibilityEnterprise Portal (EP)

The Enterprise Portal (EP) is the central location to view and act on contextualized information provided by the system mo nitors

– Consolidated view and contextualinformation can significantly reducemean time to recovery by aidingin “root cause” analysis

– Centralized visualization of

VISIBILITY-

Tivoli Enterprise Portal (TEP)

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– Centralized visualization ofreal-time and historical data canhelp with “intermittent” problems

– Personalized views based on theuser roles and scope

– Visualization of resourceutilization can highlight areasto reduce costs

– Anything visualized in the EP isavailable in the Data Warehouse

PersonalizedWorkspaces

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Monitoring Basics - ControlData Warehouse (DW ) CONTROL

-Tivoli Data

Warehouse (TDW)and Situations

The Data Warehouse (DW ) is the backbone repository and central data store for all historical management data and the basis fo r reporting and performance analysis

– Included out of the box

– Installs quickly and easily

– Side-by-side real-time andhistorical views of data assists

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historical views of data assistsin root cause analysis

– The data is stored, pruned andsummarized for ease use andcost savings.

– Centralized and consolidateddata is crucial to reducing meantime to recovery

– Agent Builder and UniversalAgent integration

Real-time and Historical Data

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Monitoring Basics - AutomationTake Action and Workflows

“Take Actions” and “Workflows” provide out-of-the-box, customizable best practices. These can replay mundane and/or time-sen sitive best practices in a repetitive and error-free manner.

– Ability to run a script or commandunder the authority provided bymonitoring system and avoid a logon

– Reflex actions allow the return

AUTOMATION-

Take Action and Workflows

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– Reflex actions allow the returnof a server to a specified stateeven though disconnected

– Take Actions provide the abilityto script out a corporation’s runbook

Automated Best Practices

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Typical enterprise monitoring architecture

HubServe

TDWWH

Proxy

Portal

PortalConsole

Agent-less: SNMPV1, V2C, and V3

Agent-less: JMX

Agent-less: CIM

Reports

Systems management overview | Serene14 | October 28, 201423

Server

Agent Builder BasedRemote AgentRemote

Server

JMX

LogFile

ScriptsWMI,

Perfmon,Event Log

Availability

Agent-less:WMI, Perfmon,

Event Log

Agent-less:JDBC

Agent-less:HTTP/HTTPS

Agent-less:ICMP

Agent-less:SSH/RXA

Agent basedsystems

General application

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Availability Management ScenarioDowntime – Common Scenario Today

ProblemEliminated

Cost

� An application is down, but what is causing: network, system, application?

� Tendency to over monitor to reduce downtime, but this proves costly as well

� Pre-defined rules generate automated fixes� Resolution deployed

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Sense Isolate Diagnose Take Action

EvaluateTime

� Some customers experience event storms

� Lack of filtering or prioritization increases the time for root cause analysis and ultimately the mean time to problem resolutions

� Deeper root cause analysis to find the real problem

� Resolution validated� Infrastructure available� Costly downtime reduced

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End to End Transactions monitoring

� FTP Services� TFTP Services

• SAA• TCP• TCP Port• SNMP

Monitor the end-user's application experience and take thefirst step toward aligning my IT organization with the business.

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• LDAP

� DHCP Services� DNS Services

Web Resources� HTTP Services� HTTPS Services

End-User Experience� Robotic Response� Web Response� Client Response

� SMTP Services� POP3 Services� IMAP4 Services

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Transaction Step – NormalTransaction Step Below Baseline Avg.Full Transaction Effects the Business

Transactions monitoringBeginning the IT and Business Alignment Journey

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Understand the end-to-end customer experience!• The first step in better aligning IT with The Business• Real-time end-user perspective• Real-time transaction performance & service status • Rapid value via improved visibility

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Composite Application ManagementThree techniques tailored for different IT roles to effectively sense and respond to performance and availability events.

Transaction Management

Resource Management

Application Management

Systems management overview | Serene14 | October 28, 201427

Operational View Subject Matter Expert ViewResponse Time Transaction Tracking

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How are Service Providers Managing Services Today?

3 events show up in the event console. Which should be

worked on first? Are my SLA’s affected?

I’m not sure…

I’ll just go through themin order and dispatch

them to the experts for each silo.

Systems management overview | Serene14 | October 28, 201428

Operational Management

• Network capacity & trending• “When will my soft switch degrade?”

• Availability• “Is my switch down?”

• Signaling & robotic testing

Fault Performance Probes

CollectCollectMonitoring & Discovery

Analyze & AutomateAnalyze & AutomateService Impact & Root Cause

InformInformDashboards, Reports, Notification

ConsolidateConsolidateCentralized Management

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Single pane of glass: Event management systems

Enrich

� Lookup answers (enrich events)– Single incident repository – single lookup

– Event filtering

– Event deduplications,

– Better problem prioritization and faster resolution

– “We already have the answer to Question 21”

� Root cause Analysis across management silos

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Network Security Application Server Mainframe

External dataRCA

� Root cause Analysis across management silos– One event repository allows us to take all incidents

into consideration for RCA

� Reduce time to problem identification� Notice impacted business area

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Leveraging enrichment for Increased Correlation Value

Event Sources

Event MgtFaults

Data Sources

DSAEvent Listeners DSA

DSADSA

Middleware :•Web Services•XML, LDAP•TIBCO•SNMP, Socket

Any CMDB

Event enrichment

Operations Mgmt Business Mgmt

Portals Dashboards Eventmgmt

Combine Any Data with Event

Information to extend

Operations Mgmt

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Web Services

Event Readers

DSADSADSAMonitoringResources

JMS, Oracle

RDBMSAny Database

Databases :•Homegrown•Provisioning•Inventory•Incident

Any CMDB

Data Warehouse

Assets :•IT•Enteprise

DSA – Data Source Adaptor

Information to extend Correlation

Extends Event Correlation with:

� Operations Data to Enrich Automation, Escalation, and Management of Problems.

� Business Data to Enable Rapid Calculation and Application of KPIs

� Correlation Context for Relating Data from any sources for maximum value.

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But still Service Visibility Gap Exists…

� Collecting and Consolidating data can result in big returns, such as Mean Time to Repair- example, Tier 1 telco reduced alarms by a ratio of 16,667 to 1

– “Single pane of glass”

� But, are you fixing the right problems? What business service is impacted?

� As you move up from Collecting and Consolidating to Analyzing, Automating and Informing – you enable Operations, IT and LoB staff to make more effective

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and Informing – you enable Operations, IT and LoB staff to make more effective decisions that directly support the business

– Visualize your services

– Correlate fault & performance data

– Link a service to a customer or SLA

– Prioritize

– Communicate

CollectCollectMonitoring & Discovery

ConsolidateConsolidateCentralized Management

Analyze & AutomateAnalyze & AutomateService Impact & Root Cause

InformInformDashboards, Reports, Notification

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What is a Business Service?

Business service includes:– Use cases– Underlying infrastructure and IT assets involved in providing the service offering– Service model– Lifecycle: Plan, Design, Test, GoLive, Maintainance and Termination of a Service– Usability: Service Provisioning, Subscription, Measurements, Billing– Cost controls: Revenue and Cost balance / allocation related to a BS– Service roles:

Systems management overview | Serene14 | October 28, 201432

– Service roles:– Service owner / administrator– Service operator– Support and field people– Consumer, subscriber, user– Business people and management, executives

Service model :A set of information about the service, like instantiated service components hierarchy, dependency rules, status, quality and performance conditions and service business impact and roles, developed to imitate a real life existing service and perform its monitoring and management.

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What to manage in a Business Service?

Management goals� Availability� Performance (technical and business)� Cost� Lifecycle ( design, provisioning, operation, maintenance, suspend)� Reporting ( all of above, and SLA agreements)

4 views of a Business Service :

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4 views of a Business Service :

ServiceService consumabilityEnd-to-end

Service impact ( business impact)Key Business Indicators

Service hierarchy – service modelComponents, dependecies

Service observationsTicketing, Audit systemsSocial

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Service hierarchy based management

The logical structure of the components, their abstract state, error propagation rules( dependancy rules) bulding up the model.

Relevant Events are captured to change the object state.General problem: by observing a component behaviour we assume higher level (

service or user leve behaviour – as good as the model is.Model inconsistency, quality, lifecycle problems may cause improper observations.

Model reduction:Coagulating equivalent or dominant faults/errors into a single virtual node

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Coagulating equivalent or dominant faults/errors into a single virtual nodeDriven by the resolution of diagnostics/corrective actionsObject farming: similar behaviour nodes aggregated into a single common object

Real cause: hidden dependency.

Dynamic reconfiguration: structure changes over time ( host) so needsattention.

Domain clustering: similarly operated silo objects merged into a common virtualobject.

Redundancy groups: ( IT clusters, high availability solutions)

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Security Events

Network Events

Transaction Events

System Events

Application Events

Mainframe Events

OMEGAMON*

Events and Performance StatusStatus

Systems management overview | Serene14 | October 28, 201435

TSOMITMN IP

ITCAM

ITM

ITM

OMEGAMON*

� Events sources: Probes and Agents of systems manage ment subsystems.

� Events match against infrastructure components in y our model, while transactions give an end-to-end status perspective

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End-to-End (or user level) management

� Measure the service behaviour from the end users (service consumption) perspective

� Uses the service infrastructure, independent of the model, and the underlyingcomponents.

� Does not handle service path (multpathing environment), and cannot provide rootcause analysis.

� Synthetic transactions:– but only for the test use cases

Systems management overview | Serene14 | October 28, 201436

– only from the location of the test

– does not identify root cause

� Alternative: select live transactions– Selection rate(%) vs. Performance trade-off

– Very high overhead

– Special case: Transaction tracking - marks transaction hubs along the entire service path ( helps root cause analysis)

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Business Data & Processes

Trouble TicketsIncident Mgmt

GovernanceSOX Compliance

Transactions End-User Response

Business Process Dependencies

Call CenterRecords

Billing Data

StatusStatus and StructureStructure

Systems management overview | Serene14 | October 28, 201437

� Types of Business Data typically include trouble ti ckets, transactional data, billing records, call center de tails, and analysis for risk and process improvement.

� Business Data sources typically include historical data form Data Warehouse , 3rd-party CRM sources, home-grown databases, and others

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Discovery & Dependencies StructureStructure

Security Devices RelationshipsServers Applications

Network Devices

Mainframe Resources *

SOA

Systems management overview | Serene14 | October 28, 201438

� Discovery and Dependency Sources: Tivoli Application Dependancyand Discovery Manager, CMDB, discovery libraries , h ome-grown DBs, and Inventory/Asset data.

� BSM may integrates with these sources to build service hierarchy

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How to build a model

� Understand the industry, the requirements, expectations, roles and organization.

� Review the information sources, monitoring systems, business KPIs, KQI.� Build an intial model, and perform a gap analysis� Extend the monitoring infrastructure to collect missing metrics.� Select the relevant events, create an event catalogue. Use architecture

design documentation, as first filtering selection. Define event pairs ( fault/ resolution)

� Simplify the model – use if possible resource models coming with

Systems management overview | Serene14 | October 28, 201439

� Simplify the model – use if possible resource models coming withmonitoring systems, severity. Use virtual object representing objectclusters , like resource domains, complementary resources to simplifythe model. These domains often defined accoridng to operational / orbusiness silos.

� Events with high correlation (maybe a common cause) may be represented by one selected event.

� Using service templates, event can be used to populate the modelautomated – only in large number, but known structured models.

� Using discovery tools you may create initial models.

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After the modeling : how to maintain the model?

� Ideally a self updating model should track the configuartion changes –discovery based models could be considered carefully.

� Event desciption may contain model information ( location) allow automatedmodel building.

� The model must be part of the change management / governmentprocesses.

Systems management overview | Serene14 | October 28, 201440

Development Test Production

Discovery

Governance processes

Reports

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Event Based Status Dependency (% of children)

Error propagation rules

Systems management overview | Serene14 | October 28, 201441

Event Based Status

Status derived from:

� Incoming Status Events

� External Business Data

Dependency (Any Child):

� Status derived from status of children

� Status derived from a % of children

Numerical Data Display

� Used to obtain a numerical value for output

� Response time, Number of Trouble Tickets

Numerical Aggregation of Data

� Value is calculated using children’s numerical values

� Avg, Sum, Min, Max or Weighted Avg

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Real-time technical SLA measurement

� Instance Duration-based – when its ok for a service to be unavailable for short periods of time, but not for more than a set duration of time.

� Cumulative Duration-based – when the service is unavailable for less than a cumulative amount of time per SLA window (day, week, month), but not for

After 5 min.After 2 min.Before 2 min.

Systems management overview | Serene14 | October 28, 201442

a cumulative amount of time per SLA window (day, week, month), but not for more then that set duration of time.

� Incident Count-based – when the service is unavailable for ANY duration during an SLA window, violation is based on the count (times occurred).

Shows single incident duration violation

Shows cumulative duration violation

Shows incident count over specified period and status

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Predict

� Proactively identify problems before they become service impacting be noticing earlyanomalies.

� Eliminate the costly problem of setting and maintaining static thresholds.

� Speed up the process of identifying the

IBM SmartCloud Analytics – Predictive InsightsPredict Outages Before They Occur

“IBM SmartCloud Analytics helped detect 100 percent of the major incidents that occurred,

including silent failures, and helped us eliminate manual thresholds, which will result in a cost avoidance of $300K USD

annually”Chris Smith, Director Tools and Automation

Consolidated Communications Holdings, Inc.

Systems management overview | Serene14 | October 28, 2014

� Speed up the process of identifying the root cause analysis

� Learns system behaviour from historicaldata and detect irregularities , trends

Cognitive AlgorithmsNext generation multivariate analytics provides

meaningful early warning alerts

Simplified Behavioral LearningNo complex manual intervention to setup

Large CapacityBig Data streaming engine ensures solution can

grow with your needs

•Heterogeneous EnvironmentsConsume performance metric data from in

correlation to events

Solution BenefitsSolution BenefitsSolution BenefitsSolution Benefits

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What do we mean by a service?

� An offering, function or activity delivered to an internal or external customer which may contribute revenue and profit or fulfill a critical mission of an organization, and is the output created through the use of an organization’s human, intellectual, financial and physical assets .

Quality Service Delivery Requires Service Management

Systems management overview | Serene14 | October 28, 201444

“As enterprises become more aware of the increasing interdependence of business and IT issues — they need to adopt a more holistic view of both internal and external service delivery. This is vital for business leaders in targeting and executing business change.”--- Thomas Mendel, PhD, Vice President Research Director Forrester Research

What do we mean by service management?

� Service Management covers management processes, tactics and best practicesneeded to deliver business services

� IT, operations, and line-of-business services – all require service management

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Value of discovery technologies

� Discover the COMPONENTS in a Data Center Environment

� CENTRALIZES and VISUALIZES the CONFIGURATION of the

Components in a Data Center Environment

� Discovers the RELATIONSHIP of the Components in a Data

Systems management overview | Serene14 | October 28, 201445

� Discovers the RELATIONSHIP of the Components in a Data

Center Environment

� DISCOVERS AND TRACKS THE CHANGES in a Data Center

Environment

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Discovery of components

Systems management overview | Serene14 | October 28, 201446

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Discovery the Configuration of Components

Systems management overview | Serene14 | October 28, 201447

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Discovery of Relationships

Systems management overview | Serene14 | October 28, 201448

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Discovery the changes, or not properly configured items

Systems management overview | Serene14 | October 28, 201449

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Ping SensorArray

How Discovery works

Required Configuration Parameters for Discovery

Systems management overview | Serene14 | October 28, 201450

found 86 IP Servers

Application Sensor Array

found 421 objects

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Configuration Management Database (CMDB)Are All Management Databases CMDB’s?

� The CMDB is a datastore that is used to track all IT assets , their relationships , their configuration and their changes

� “…a key difference between a CMDB and the repository for an inventory management system or a Service Desk is

Systems management overview | Serene14 | October 28, 201451

for an inventory management system or a Service Desk is that the CMDB also contains relationships between Configuration Items

� Connects people to processes,technology and information CMDCMD

BB

CC--CMDBCMDB

InvInvAssetAsset

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� Technology Capabilities

� Discover loads and maintains a reliable and trusted CMDB

� Federation

� Reconciliation

Configuration Management Database (CMDB)

Systems management overview | Serene14 | October 28, 201452

� Synchronization

� Includes Best Practices based processes (ITIL)

� Configuration management processes

� Change management processes

� Role identification and role-based access can easily be defined

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IT Service Management Blue print

IBM IT Service Management

IT Process Management Products

Service Delivery

& SupportService

DeploymentInformation

ManagementBusinessResilience

IT CRM & Business

Management

Systems management overview | Serene14 | October 28, 201453

IT Operational Management Products

IT Service Management Platform

Management Products

Best Practices

Change and ConfigurationManagement Database

Server, Network & Device

Management

StorageManagement

SecurityManagement

Business Application

Management

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�Control

�Visibility

Service Desk

Service Catalog

Incident

Problem

Configuration

Change

Release

CapacityProcurement

Materials Mgmt

Resource Mgmt

Contracts

Safety

Work Mgmt

Planning & Cost Accounting

IT Service MgmtAsset management

Systems management overview | Serene14 | October 28, 20145454

�Automation

CMDB

Security and Identity Management

• Inventory

• Configuration

• Network Topology

• Physical Topology

• Application Topology

Discovery

• Software Distribution

• User Accounts

• Access Control

• Service Subscription

• Online Commercial Services

Provisioning

• Usage

• Performance

• License Compliance

• Lifecycle

Metering

• Configure

• Password Reset

• Remote Control

• Imaging

• Update / Patch

Modify

• Event Management

• Event Correlation

• Performance Mgmt

• Impact Assessment

• Service Level Monitoring

Monitor

• Workload Scheduling

• Load Leveling

• Batch Processing

Scheduling

Common Data Subsystem and Process Automation Platform

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How about security?

� The biggest risk is the insider threat

� The other threat comes from people connecting their ERP “Sachar Paulus, SVP of Product Security and Governance,

Systems management overview | Serene14 | October 28, 201455

� The other threat comes from people connecting their ERP systems to the Internet

� The difference with ERP is that the size of the bucket becomes much larger. When you have access to a system that size, security becomes more critical

Source: http://www2.csoonline.com/exclusives/column.html?CID=33433&source=nlt_csoupdate„

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The impact and visibility of recent breaches calls into question the effectiveness of traditional security measures

Internal abuse of key sensitive information

Complexity of malware, growth of advanced

persistent threat

Business continuityinterruption and

brand image impact

Systems management overview | Serene14 | October 28, 201456

In spite of significant security policies, a single internal breach by an authorized user resulted in tens of thousands of classified records of the US Army leaked over Wikileaks. Impact to the Army is close to $100M

Stuxnet turned up in industrial programs around the world. The sophistication of the malware has led to beliefs that it was developed by a team of over 30 programmers and remained undetected for months on the targeted environment. Targeted to make subtle undetected changes to process controllers to effect uranium refinement

Epsilon , which sends 40Be-mails annually on behalf of more than 2,500 clients, said a subset of its clients’customer information was compromised by a data breach. Several prominent banks and retailers acknowledged that their customers’ information might be at risk

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From a security perspective, all IT solutions must balance three conflicting factors:

The risk

� to the organisation

� of operating the IT solution

The cost

� of implementing and operating

COST

Low

High

Low

High

Hig

LowSecurity

Environment

How much security is enough (or can there be too much)?

Systems management overview | Serene14 | October 28, 201457

� of implementing and operatingthe security controls

� in general, the tighter the controls the lower the risk

The usability

� of the solution

� in general, the tighter the controls, the greater the impact on the users of the system

RISK USABILITY

High High

Environment

The resulting set of controls must be, as far as possible “necessary andsufficient ”.

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Solving a security issue is a complex, four-dimensional puzzle

People

Data

Employees Consultants Hackers Terrorists Outsourcers Customers Suppliers

Systems

Structured Unstructured At rest In motion

Systems management overview | Serene14 | October 28, 201458

Applications

Infrastructure

Systems applications

Web applications Web 2.0 Mobile apps

It is no longer enough to protect the perimeter –siloed point products will not secure the enterprise

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What are the external and internal threats?

Are we configuredto protect against

these threats?

What is happening right now?

What was the impact?

Attack SophisticationNeed help to combat advanced threats with pre- and post-exploit intelligence and action

Systems management overview | Serene14 | October 28, 2014

Prediction & Prevention Reaction & RemediationNetwork and Host Intrusion Prevention.

Network Anomaly Detection. Packet Forensics. Database Activity Monitoring. Data Leak Prevention.

SIEM. Log Management. Incident Response.

Risk Management. Vulnerability Management. Configuration and Patch Management.

Research and Threat Intelligence. Compliance Management. Reporting and Scorecards.

Security Intelligence

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Data ExplosionMust integrating across IT silos with Security Intelligence solutions

Systems management overview | Serene14 | October 28, 2014

Sources IntelligenceMost Accurate &

Actionable Insight+ =

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dentity Manager

Identitychange(add/del/mod)

Approvals gathered

Accounts updated

Accounts on 70+ different types of systems managed. Plus, In-House Systems & portals

ApplicationsApplications

Access policy evaluated Cost

Complexity

Reduce Costs

• Self-service password reset

• Automated user provisioning

Manage Complexity

Detect and correct local privilege settings

Identity ManagementAutomates, audits, and remediates user access rights across your IT infrastructure

Systems management overview | Serene14 | October 28, 2014

HR Systems/ Identity Stores

Databases

OperatingSystems

DatabasesDatabases

OperatingSystemsOperatingSystems

Networks &Physical Access

Complexity

• Consistent security policy

• Quickly integrate new users & apps

Compliance

Address Compliance

• Closed-loop provisioning

• Access rights audit & reports

• Automate user privileges lifecycle across entire IT infrastructure

• Match your workflow processes

• Know the people behind the accounts and why they have the access they do

• Fix non-compliant accounts

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Serene 2014Building a smarter planet

SMARTERINSTRUMENTED

PLANETPEOPLE

We have to work smarter…so what Defines a Smarter Planet?

Systems management overview | Serene14 | October 28, 201462 © 2009 IBM Corporation62 © 2009 IBM Corporation

INTERCONNECTED

INTELLIGENT

COMPANIES, INSTITUTIONS, INDUSTRIES

MAN-MADE SYSTEMS

NATURE S SYSTEMS

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Serene 2014Building a smarter planet

As our physical assets become ‘smarter’ the requirement for managing these assets (physical and IT) and their relationships within the same platform increases…

Facilities Facilities InfrastructureInfrastructureFacilities Facilities InfrastructureInfrastructure

ProductionProductionInfrastructureInfrastructureProductionProductionInfrastructureInfrastructure

MobilityMobilityInfrastructureInfrastructureMobilityMobilityInfrastructureInfrastructure

TechnologyTechnologyInfrastructureInfrastructureTechnologyTechnologyInfrastructureInfrastructure

Communications Communications InfrastructureInfrastructureCommunications Communications InfrastructureInfrastructure

+ + + +

Systems management overview | Serene14 | October 28, 201463 © 2009 IBM Corporation63 © 2009 IBM Corporation

....converged management to deliver smarter business outcomes…

+ + + +

VISIBILITY CONTROL AUTOMATION

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Aging Assets

Systems management overview | Serene14 | October 28, 2014

Under investment in T&D requires $300B over next 20 years

Average age of generation facilities puts reliability at risk

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Aging Workforce

Systems management overview | Serene14 | October 28, 2014

� Workforce Strategies– Knowledge Capture

– More Contracted Labor

– Partnerships with Local Colleges

– Engineers and Crafts are Mobile

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The Value of Asset Management

Highestreliability

Improve planning & scheduling

Reduce downtime

Managerisk

Maximize output

Retain

Systems management overview | Serene14 | October 28, 2014

LimitedResources

ComplianceFramework

MaximizingReturn onAssets

Lowestcost

Reduce labor costs

Reduce Inventory

Comply withRegulations

Visibility

RetainKnowledge

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Work Mgmt Incident

Investigation

Materials Mgmt

Procurement

Improvement

Change

Safety

Contract Mgmt

Service Request

Business Drivers

Risks HSE MarketPerformanceRegulations

Reporting and Governance

The Business: (Missions, Goals, Customers, Users)

Mobile Work

Integration

Primavera

ERP

Real Time

Petroleum Industry Solution, Integrated Operations

Systems management overview | Serene14 | October 28, 201467 © 2009 IBM Corporation67 © 2009 IBM Corporation

Action

Cost Resource Management Planning & Scheduling Operations Management

PR’s, PO’sRFQ’sInvoicesReceipts

InventoryInspections

ToolsStoreroomsConditions

LeasesWarrantiesPurchaseLabour

Qualifications

Work OrdersActivitiesJob Plans

Priority Matrix

DefectsIncidents

Global IssueFailure Reporting

Escalations

InvestigationsAAR

BenefitsLossesActions

Job PlansDocumentsRegulations

SLAs

PreventiveMaintenanceProjects

ImprovementsMOC

AssetsLocations

RelationshipsItem MasterSystems

Production Assets IT AssetsFacility Assets Transportation Assets

Work LogSolutionsTemplates

Communications

HazardsPrecautions

PlansRCFA

Authorization

Reporting and Governance

Chemical & Petroleum Asset Management

Integration

Standards – ISO14224/API 689

Drilling Assets Completion Assets Pipeline Assets

MS Project

GIS

Engineering

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Process-optimization in maintenance

RCM

Total ProductiveMaintenance

� Reliability Centered Maintenance Implementation ofRCM-program, Analysis of criticality, failure-probability, failure-consequencesand classification of assets, identify criticalassets

� TPM: simple PM -standard -tasks done

Systems management overview | Serene14 | October 28, 2014

Maintenance

Planned Maintenance

Reactive Maintenance

� TPM: simple PM -standard -tasks donetrough operator, integration ofmaintenance-personeel in production. Tightcommunication neccessary. KPI- analysis in key!

� Planned: Implementation of a PM-program, integration of condition-monitoring for predictive work.

� Reactive: mostly emergency-maintenance, unplanned work, no orsparse communication beweenmaintenance and production.

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The Seven Basic Questions in RCM

1. What are the functions and associated performance standards of the asset in its present operating context?

2. In what ways does/can it fail to fulfill its functions? 3. What causes each function failure? 4. What happens when each failure occurs? 5. In what way does each failure matter?

Systems management overview | Serene14 | October 28, 2014

5. In what way does each failure matter? 6. What can be done to predict or prevent each failure? 7. What should be done if a suitable proactive task cannot

be found?

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Resulting Maintenance Strategies

� Run to failure (reactive) � Scheduled discard or restoration (preventive) � On-condition maintenance (predictive) � Redesign and condition control (proactive) � Failure finding

Systems management overview | Serene14 | October 28, 2014

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What RCM Achieves

� Greater safety and environmental integrity � Improved operating performance � Greater maintenance cost-effectiveness � Longer useful life of expensive items � A comprehensive database � Greater motivation of individuals

Systems management overview | Serene14 | October 28, 2014

� Greater motivation of individuals � Better teamwork

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End-to-end Asset Lifecycle Management

AssetsCondition Monitoring

Failure CodesLocations

Meters

Assignment ManagerJob Plans

Labor TrackingPreventive MaintenanceSkills and Qualifications

SafetyTools/Crafts

Service RequestsChange Management

Desktop RequisitionsPurchase Orders

Spatially Enabled

Mobile

Systems management overview | Serene14 | October 28, 2014Intelligent Site

72

Change ManagementService Catalog

SLAsIncidentsProblemsSolutions

Item MastersStorerooms

Lot ManagementKitting

Issues & TransfersStocked ToolsService Items

Labor Rate ContractsLease/Rental Contracts

Master ContractsPayment SchedulesPurchase ContractsWarranty Contracts

Purchase RequisitionsReceiving

InspectionsRFQs

Workflow

Scalable J2EE Architecture

Configure, not Customize

Open Integration Interfaces

SAP and Oracle Integration

Role-based User Interfaces

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Management of Change

� Product Capability

– An application to support a company’s full management of change process from request to closure

– Manages review and approval process, pre and post management of change actions; audit trail on entire process

– Standard action application to reduce manual data entry

Systems management overview | Serene14 | October 28, 201473 © 2009 IBM Corporation73 © 2009 IBM Corporation

� Benefits for the Industry

– Improved safety, reliability and compliance

– Reduced cost through greater process conformity / standardization through integration with work management process

– Encourages collaboration with operations, maintenance and engineering

– Improved organizational learning

– Reduced requirement for other software or spreadsheets

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Prioritization of Work

� Product Capability

– A matrix based system of work or risk prioritization, reason for work definitions

– Configure multi variable (safety, economics, health, regulatory, etc..) operational standards for the prioritization of work based on subject matter expertise

Systems management overview | Serene14 | October 28, 201474 © 2009 IBM Corporation74 © 2009 IBM Corporation

� Benefits for the Industry

– Standardizes work prioritization based on corporate compliance and operational standards, not personal or ‘tribal knowledge’ decisions

– Balances work priorities based on many parameters, not just asset criticality

– Ensures compliance, some regulatory, to corporate priorities

– Reduced cost / time associated with work planning and scheduling, first step in enabling work planning and scheduling automation

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Regulatory Compliance

� Product Capability– Application for creating an index (library) of regulations applicable to the

business, and associating them with assets, locations and job plans

– Supports Regulation and sub-sections of regulations

– Can identify regulations related to safety cases and search capabilities to locate where regulations are applied throughout the business

Systems management overview | Serene14 | October 28, 201475 © 2009 IBM Corporation75 © 2009 IBM Corporation

� Benefits for the Industry– Manage compliance as part of the work management process, not a

standalone application

– Eliminate other standalone applications, or spreadsheets – provide greater visibility and governance over regulatory compliance

– Proactively manage compliance costs

– Reduced requirement for other software or spreadsheets

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Action Tracking

� Product Capability

– A means of tracking actions agreed with regulatory authorities or internal review and audit teams

– A way of following up actions arising from investigations or improvements

� Benefits for the Industry

Systems management overview | Serene14 | October 28, 201476 © 2009 IBM Corporation76 © 2009 IBM Corporation

� Benefits for the Industry

– Drives implementation of business critical actions and improvements

– Reduced costs, e.g., regulatory reporting and implementation of improvement programs

– Improved safety and reliability

– Reduced requirement for other software or spreadsheets

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Incident Management

� Product Capability– An application to record and management incidents occurring during

plant operation and maintenance

– Incorporates high context incident reporting

� Benefits for the Industry– Improved process safety management, encourages collaboration

between maintenance and operations

Systems management overview | Serene14 | October 28, 201477 © 2009 IBM Corporation77 © 2009 IBM Corporation

between maintenance and operations

– Incident management becomes part of the work management process, rather than a stand alone process

– Significant reduction in costs of incident management program since an incident can be ‘raised’ from a work order (automatically copies over related information)

– Enables additional automation of process, e.g., an incident on a safety valve can automatically create an investigation

– Reduced requirement for other software or spreadsheets

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Defect Elimination (Integrity Management)

� Product Capability

– A defect reporting and management application

– Classification of defects supports deeper analysis of equipment integrity issues

� Benefits for the Industry

– Drives reliability improvement programs, e.g., Six Sigma, Continuous

Systems management overview | Serene14 | October 28, 201478 © 2009 IBM Corporation78 © 2009 IBM Corporation

– Drives reliability improvement programs, e.g., Six Sigma, Continuous Improvement, Mechanical Integrity

– Forms the basis for engineering analysis for the removal of equipment problems and defects

– Collaborative application between maintenance, operations and engineering

– Enables automation of defect analysis, e.g., escalation of a defect on critical equipment would be different than non-critical equipment

– Reduced requirement for other software or spreadsheets

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� Benefits for the Industry– Standardization of asset classifications and specifications

– Ease of use - searching and locating asset information for analysis

– Time take to gather and load asset specifications would be significantly greater than cost of solution

Asset Classifications and Specifications

Systems management overview | Serene14 | October 28, 201479 © 2009 IBM Corporation79 © 2009 IBM Corporation

– Benchmarking, supports asset integrity programs - standardized asset specifications facilitate comparisons of equipment performance

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� Product Capability– Contains standard failure classes, problem, cause and remedy tables for

each equipment type listed in the standard

� Benefits for the Industry – Without standardized failure data, cannot implement reliability analysis– Standardization of failure (problem, cause, remedy) classifications and

failure reporting

Failure Reporting / Standardization

Systems management overview | Serene14 | October 28, 201480 © 2009 IBM Corporation80 © 2009 IBM Corporation

– Ease of use - searching and locating failure data for analysis– Time take to gather and load failure classifications would be significantly

greater than cost of solution– Benchmarking, supports asset integrity programs - standardized failure

reporting facilitates comparisons of equipment performance and defect elimination programs

– Time take to gather and load failure classes, problems, causes and remedies would be significantly greater than cost of solution

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Smarter City Command Center – City Scorecard

© 2006 IBM CorporationSystems management overview | Serene14 | October 28, 201481 10/28/2014

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Smarter City Command Center – Energy Mgmt

Systems management overview | Serene14 | October 28, 201482 10/28/2014

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Smarter City Command Center – Energy Mgmt

Systems management overview | Serene14 | October 28, 201483 10/28/2014

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Smarter City Command Center – Data Center

Systems management overview | Serene14 | October 28, 201484 10/28/2014

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Smarter City Command Center – Transportation

Systems management overview | Serene14 | October 28, 201485 10/28/2014

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Smarter City Command Center – Transportation

Systems management overview | Serene14 | October 28, 201486 10/28/2014

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Smarter City Command Center – Water Management

Systems management overview | Serene14 | October 28, 201487 10/28/2014

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Smarter City Command Center – Carbon Management

Systems management overview | Serene14 | October 28, 201488 10/28/2014

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Smarter City Command Center – Carbon Footprint

Systems management overview | Serene14 | October 28, 201489 10/28/2014

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Real project example: Telco Service Modeling

V0.1

© 2010 IBM Corporation

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Telecommunication industry driven service modelling example

� A large mobile operator in Eastern Europe with over 30 million subscribers intended toimprove the business service quality. They needed fast error resolution, root cause analysis, good capacity and cost management to attract and maintain more subscribers to their new, innovative service offerings. They wanted to have a reliable reporting on quality and availability of those service.

� IBM was asked to implement a telecommunication specific business services management solution.

© 2010 IBM CorporationSystems management overview | Serene14 | October 28, 2014

solution.

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Service models implemented

� SMS (Mobile Originate Mobile Terminate) platform

� Black Berry data services platform and subscription

� Mobile TV platform, streaming and subscription

� IBB – road traffic mobile application

� Real time charging (Online charging)

� CDRs handling and charging

© 2010 IBM CorporationSystems management overview | Serene14 | October 28, 2014

� CDRs handling and charging

� New user subscription in webShop

� Free-bundle SMS notifications

Page 93: SERENE 2014 School: Zsolt kocsis serene2014_school

Service Model Analysis (SMA) Methodology Overview

Objective

SMA Objective & Approach SMA process in application

Perform Top-Down and Bottom-up approach together appropriately and define optimum KQIs and KPIs

SMA

SMA Process

1 Analyze Service Scenarios

KQI 3Combined KQIs

Categorize end-user quality factors from Best Practice

Analyze Service Delivery Architecture

Identify Candidate KQIs and KPIs from

23

4

SMA Lifecycle

© 2010 IBM CorporationSystems management overview | Serene14 | October 28, 20149393

Top-down Approach

�User perspective analysis

�Utilize Best Practice and Global Standards

Bottom-up

Approach

� Analyze available data sources and real world data

SMA Process –step by step

SMA Constant Insight

KQI 2

• Definition• Target• Periodic

KQI 1

Set up the most appropriate KQIs and KPIs

KPIs from Best Practice

Analyze available Data Source

Gap analysis based on Best Practice

67

8Develop KQI formula by analyzing real world data

Define Service Model Architecture

5

1 2 3 4 7 5 6 8

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Methodology – process

• Service Elements• User Tasks• Perceived QoS Factors• Operational Requirements

• Architecture Diagram• Architecture Description• Transaction Flow Diagrams

• Telecoms Service Standards• Operator Service Architecture

• Operator Service Description• SLA Requirements• SLO Requirements

• Telecoms QoS Standards • (Candidate) KPIs• (Candidate) KQIs

Analyse Service Scenarios

Analyse Service DeliveryArchitecture

Identify KPIsAnd KQIs

Inputs Process Outputs

© 2010 IBM CorporationSystems management overview | Serene14 | October 28, 2014

• (Candidate) KQIs

• Potential QoS Data Sources• OSS/BSS Integration Requirements

• Required QoS Data Sources• Required OSS/BSS Interfaces

• Operating Constraints• Service Level Objectives• Service Level Agreements

• Service Delivery Chain Model• SLA Model• KPI Formulae• KQI Formulae

And KQIs

Define Service Management Architecture

Define ServiceManagement Models

Implementation

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Service models - SLA Management

Service Level Management

Service

Model

Enterprise Data (GPRS, UMTS)Accessibility, Retainability, Latency, Throughput

Enterprise Voice (GSM, UMTS)Accessibility, Retainability, Quality

Monitoring & Reporting

Enterprise Care (Order, call & problem handling)

Enterprise SubscriberReporting

EnterpriseDiagnosticReportingS

LAM

odel

SLA AssessmentEnterprise SLA (Basic, Custom)

Enterprise SLAMonitoring

Enterprise SLAReporting

KQIs KQIs

KQIs KQIs KQIs KQIs KQIs

KQIs

EnterpriseNation, Market,

Cell Area

© 2010 IBM CorporationSystems management overview | Serene14 | October 28, 201495

Data Collection

Transactional

TektronixPassive ProbeGPRS, UMTS

(Enterprisesubscribers)

SPOTActive Test

GPRS, UMTS

Performance

NDRScorecard

metrics2G

ProspectScorecard

metrics3G

Usage

CDRLiveEnterprise

MOU2G, 3G

Operations

CTSTrouble

Ticketing

CMSCall

handling

EODOrder

handling

Inventory

CSSRadio sites

BIDEnterprise

subscribers

MTTR, MTTF, ASA, AHT

MobilityAccessMobilityAccess Mobility:

2G / 3G Voice / Data

MobilityCore

MobilityCore

Network Operations / IT

KPIKPIKPIKPIKPI

CasabyteActive Probe

GPRS

Page 96: SERENE 2014 School: Zsolt kocsis serene2014_school

SMS service design overview

Availability

SMS

© 2010 IBM CorporationSystems management overview | Serene14 | October 28, 2014

PlatformAccess Charging

SMS AccessDiagram

ChargingDiagram

Authentication Provisioning

ProvisioningDiagram

AuthenticationDiagram

SMS PlatformDiagram

Page 97: SERENE 2014 School: Zsolt kocsis serene2014_school

The design overview - propagation rules

© 2010 IBM CorporationSystems management overview | Serene14 | October 28, 2014

Page 98: SERENE 2014 School: Zsolt kocsis serene2014_school

© 2010 IBM CorporationSystems management overview | Serene14 | October 28, 2014

Page 99: SERENE 2014 School: Zsolt kocsis serene2014_school

Radio access network relationships example

© 2010 IBM CorporationSystems management overview | Serene14 | October 28, 2014

Page 100: SERENE 2014 School: Zsolt kocsis serene2014_school

Serene 2014

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