service management 2009

- 1 - Copyright 2009 Freeform Dynamics Ltd

Infrastructure Management

What is happening?

Tony LockFreeform Dynamics Ltd

+44 7711 719113

[email protected]

- 2 - Copyright 2007 Freeform Dynamics LtdCopyright 2008 Freeform Dynamics Ltd.Copyright 2009 Freeform Dynamics Ltd.

What is going on?

Current IT InitiativesThe Challenges for Infrastructure ManagementThe MarketConclusions


The view at the end of 2008...

Is IT funding in your organisation generally on the

way up or down?

Has the ‘credit crunch’ had an impact on IT investment in

your company?


Do you have or are you planning to begin initiatives over the next 6 months in any of the following areas?

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

General infrastructure optimisation

Mobile and remote access

Enhancement of external web presence

Virtualisation - servers

Desktop upgrade/modernisation

Governance, compliance and risk management

Implementation of new packaged applications

Storage and/or information lifecycle management

Optimisation of power usage and management

Virtualisation - storage

Green computing

IT best practice delivery (ITIL, COBIT, etc)

Outsourcing and/or managed services

Packaged application consolidation/replatforming

Virtualisation – desktop

Software as a service (SaaS)

Thin client adoption

Current initiative Planned in next 6 months No current or imminent activity Don't know

Overall


The virtualisation feel-good factor 250-4999 employees


The impact of virtualisation

On hardware acquisition strategy

On management and support processes


What is going on?



The Focus Areas For IT ManagementInfrastructure Basics

Asset / Inventory ManagementConfiguration and Change Management

Operational ManagementVirtual / Physical Infrastructure DiscoveryService Level / Performance MonitoringService Level / Performance ManagementRoot Cause Analysis / Service Optimisation

Business Service Definition and Service ManagementMonitoring and Management

ReportingFinancial / Service FeedbackCharge back “What if” service modelling


To what degree are the following areas a burden to your IT department?

0% 20% 40% 60% 80% 100%

Managing superfluous information

Helpdesk – end-user support

Securing workgroup,desktop, mobile info

Managing legitimate corporate information

Desktop maintenance

Managing security core system security

Optimising infrastructure utilisation

Reporting to the business (performance,etc)

Managing the physical infrastructure

Maintaining service levels for business apps

User provisioning / deprovisioning

Maintaining service levels for horizontal apps

4 (Major headache / drain on the IT dept) 3 2 1 (Not an issue)

At first glance it would appear that individual areas do not present a huge burden to the majority of IT departments. But the real story is very different


What degree of co-ordination exists within your IT management environment?

0% 10% 20% 30% 40% 50%

Mostly centred onone or two

integrated 'suites'

Broad mix of toolsand systems but

with a co-ordinatedapproach

Highly fragmentedand disjointed (lots

of disparate, orunconnected

systems or tools)

Positively, we find that most IT departments report at least a co-ordinated approach to IT management, but this is hiding a multitude of sins


Do you try to maintain a clear view of how the various parts of your IT infrastructure relate to each other, e.g. which parts are dependent on which other parts?

0% 10% 20% 30% 40% 50% 60% 70%

Yes, and we have mechanisms in placeto maintain this

Yes, but there is significant room forimprovement in how we do this

No, but it would be valuable to do so

No, we don't see a need

Few organisations have full capability here yet – half the challenge is in being able to articulate the need for it, the other half actually doing it.


How well do you think IT helps the business achieve its strategic and operational goals in the following areas?

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Measuring & reportingbusiness performance

Enabling efficient operationof the business

Enhancing customersatisfaction

Supporting business growthand innovation

Enabling business riskmanagement

Very well 3 2 Not well

Figure 1

Contrary to some opinion, IT today

does a pretty good job. That’s not to

say it can’t do better, but in the main, things are

‘ok’


To what degree does your organisation define SLA’s at an IT component or infrastructure level,

e.g. for servers, the network, etc?

0% 10% 20% 30% 40%

Broadly across many areas

Only in some areas, but looking tobroaden

Only in some areas,and that's all we need

Minimal use, but moving in this direction

No use or interest

Having taken most of the last 5 to 10 years to become

mainstream, most organisations now

track IT performance at

component level.


What issues and challenges does this ‘fragmentation’ cause you?

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Managing financial andadministrative overheads

Getting a coherent view ofoverall IT performance

Expense of maintainingmultiple skill sets

Reporting against businesslevel SLAs

Keeping systems and toolsharmonised

Risk of things “fallingbetween the cracks”

4 = Major issue 3 2 1 = Not an issue

Fragmentation causes multiple headaches, not

only within the IT department on a day to day basis,

but it also limits the effectiveness to

which IT can demonstrate its

value


Does the organisation measure and report on the following in business terms, i.e. in a way designed for business people to understand?

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

IT’s performance againstestablished service levels to

the business

Ongoing cost of IT versusongoing contribution of

business value

IT’s contribution to overallbusiness goals

IT’s contribution to thebottom line in actual,

financial terms

Formally Informally No

The game has changed. At a time where incremental

gains separate performers from

also rans, the current set-up is not conducive to

allow IT to make its full contribution


To what degree does your organisation define SLA’s at a business service level, e.g. end-to-end SLAs for the performance and availability of applications?

0% 10% 20% 30% 40%

Broadly across many areas

Only in some areas, but looking tobroaden

Only in some areas, and that's all we need

Minimal use, but moving in this direction

No use or interest

The game has changed from monitoring at

component level to reconciling their

performance against elements

that have a business impact.


Does your organisation recognise the concept of “services” in relation to the delivery of IT?

0% 10% 20% 30% 40%

The concept of services is an importantpart of the way we communicate with the

business

We use the 'service' concept within the ITdepartment, but not when talking to the

business

We don't really have the concept ofservices at all

Unsure

Freeform Dynamics projects have measure a

constant upwards shift in the volume of organisations

which are taking a services approach to IT – Freeform

sees this as a key mainstream market shift that shouldn’t

be ignored.


Enabling efficient operation of the business

Supporting business growth and innovation

Enabling business risk management

Enhancing customer satisfaction

Measuring & reporting business performance

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%100%

Fragmentation level 4 (highest) Fragmentation level 3 Fragmentation level 2

Fragmentation level 1 (Low)

How well does IT help the business meet the following goals? ( IT management fragmentation levels 1 to 4, sum of scores 3 and 4)

We see ITs ability to assist the

business increase in a stepwise fashion as the

degree of fragmentation in

the IT management

environment is reduced.


What is going on?



The Focus Areas For IT ManagementInfrastructure Basics

Asset / Inventory ManagementConfiguration and Change Management

Operational ManagementVirtual / Physical Infrastructure DiscoveryService Level / Performance MonitoringService Level / Performance ManagementRoot Cause Analysis / Service Optimisation

Business Service Definition and Service ManagementMonitoring and Management

ReportingFinancial / Service FeedbackCharge back “What if” service modelling

- 21 - Copyright 2007 Freeform Dynamics LtdCopyright 2008 Freeform Dynamics Ltd.Copyright 2009 Freeform Dynamics Ltd. 21

Who’s playing?

► Big Hitters

► Challengers

► Niche Players

► Open sourcers


So who are offering Solutions

Rapidly maturing market – consolidation The gang of five

BMC PATROL CA – Unicenter HP OpenView IBM/Tivoli Solutions Microsoft

Many more niche solutions


So who are offering Solutions Asset, Service Desk, Change Management / CMDB

Hornbill Intelliden (Network Asset Management) LanDesk Novell Zen PS’Soft Qualiparc Symantec / Altiris

CA Service Desk and CA CMDB


So who are offering Solutions

Service Level / Performance Management Fujitsu SystemWalker NetQoS NetScout Nimsoft Quest Radware

CA Traffic Accountant / CA eHealth


What is going on?



Users expect IT to work well 24 x 7 Systems Management tools are developing rapidly There is a real business driven need for sophisticated IT Service

Management solutions Asset / Change Management Service Level Monitoring / Management Root Cause Analysis Automation Reporting and Changeback

The growing deployment of virtualisation and potentially flexible / cloud solutions adds to the need for such tools

Support processes need to advance to make effective use of new management solutions

Summary

service management 2009

Technology