Case Study: KPN Incorporates Application and Infrastructure Monitoring Information Into Robust Business Service Models

Ruud Kitselaar - IT Architect - KPN

DO4T23S

DEVOPS – AGILE OPERATIONS

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Abstract

KPN is the leading provider of telecom and IT services in the Netherlands, with several brands to serve consumers, businesses and large corporations, locally and abroad. KPN has been using CA Spectrum® and CA eHeath® for more than 10 years and was one of the earliest adopters of CA Service Operations Insight. KPN is now adding CA Unified Infrastructure Management managed devices and CA Application Performance Management monitored applications into its CA Service Operations Insight models for a more comprehensive view of the business services that IT operations manages. In the process of building its service models, KPN has leveraged Service Discovery policy to automatically generate them, and will share how this has improved efficiency as well as the time it takes to identify what to include in the service models.

Ruud Kitselaar

KPN

IT Architect

A Brief History of KPN

4

1852 - Telegraph 1994 – IPO1998 – Separation of Post

Services1998…2000 – International expansion / UMTS licenses

2001 – Internet Bubble; KPN shares drop from €70

to €3 – huge debts!!!

2001 – Thousands of lay-offs – no more

employment for life

2004 - Introduction of Terrestrial TV

2007 – KPN becomes an ICT company

2009…present – World top 3 international voice

carriers

2011 - New strategy: strengthen, Simplify, Grow

Focus on domestic market

2011… – Huge investments in infrastructure

2013 - E-Plus sold

2015 - Base sold

2011…2015 – Top10 Dow Jones Sustainability2015 - CO2 Neutral

2015 – GROWTH in customer base ,

satisfaction and revenue

Facts and Figures

5

Strategy 2011 - …

6

Strengthen

Best network

Best service provider

Simplify

Portfolio, processes, IT

Cost reduction

GrowIncrease customer base

Generate new revenue streams

KPN and CA Technologies

KPN started with CA eHealth®

in 2003

KPN implemented CA

Spectrum® before CA acquired

Concord Communications

CA Spectrum® and CA

eHealth® are extremely strong

solutions for managing large

LAN and WAN networks

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Long strategic relationship

Dedicated Team for Remote Infrastructure Management Solutions

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KPN and CA Service Operations Insight

Why CA Service Operation Insight?

Service oriented approach was

requested by few large business

market customers

CA Spectrum could not support

KPN requirements

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Long time user

Todays Setup

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(Magic by using KPN Mediation layer)

CA Service Operations Insight

CA APM

CA Unified Communications Monitor

CA Netwo

rk Flow

Analysis

CA eHealth

CA Spectrum

CA Perf Center

Process Automation

Release Automation

CA UIM

60K devices 60K devices 16K servers 1K agents

KPN Meditation layer

ServiceNow

UHDLegacy Service

mngt system

Legacy Service mngt system

Service model creation !

Implementing Service Models

What should be the bases of KPN’s CA Service Operations Insight service

models?

Contract view as well as network service view?

CA Spectrum and CA eHealth

No one has a clear view on a CA Service Operations Insight service model!

Service Departments

Customers

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We had a few questions

Implementing Service Models

Two (2) parallel service models:

(1) View based on “Service“

Little / no smart dependencies for the LAN / WAN domain

Microsoft SCOM brought some intelligence

(2) View based on “contract” reporting

Quality and risk discussions

Microsoft SCOM “Watcher” brought valid quality information for end-

users

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We started by building

Implementing Service Models

No one has a clear view on a “service model”

Large domains = lots of maintenance on service

models

Network based service models using ports makes

it even more complex!

Customers don’t understand the value of service

models

Lots of confusion

Unhappy results…..

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What we learned

Phase 2: Implementing CA SOI Service Models

Output of CA Service Operations Insight:

Match the end-user experience (“slow application response”)

Identifying the root-cause domain (+ possible root case CI)

single KPN solver group working on the issue!

IPSLA implementation

Process trick: calling user knows

Location

Customer name

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The KPN Service Desk as a central entry point

great start the search for the KPN Servicedesk employeechecking CA Service Operations Insight

We Built

Location based service model LAN and WAN components tied to a single location/service

Primary feed the Risk indicator for that location

Central components tied to a platform/service

Application-oriented IPSLA test are tied to separate location/services for

the Quality indicator

High value IPSLA tests: HTTP + UDP-MOS

Maintain IPSLA results to application name (KPN mediation-layer trick)

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3rd generation service model

The result: 3rd and 4th Generation Service Model

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IPSLA Service Model

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Suddenly We Got:

Ability to “monitor” application-responses without application monitoring

including ticket-routing to third party suppliers

Avoided finger-pointing LAN – WAN – IPT teams

No troubles at the KPN ServiceDesk!

(Service models initially created manually, then automated)

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It worked !

How Did We Configure the Service Model?

Service models creation based on:

CA Service Operations Insight service discovery functionality

Self-developed KPN - CA Service Operations Insight connector:

Limited features / no flexibility / no CA support

Based on ServiceNow relations between customer-service and CIs

Supports inserts of CI + relationships + services

Supports delete and updates as well

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KPN Requirements to CA Connector

KPN Use Case for service modelling CA REST API

Supported

CA Soap

API

KPN Java

connector

Accelerator

connector

Add Service Yes Yes Yes Yes

Delete Service Yes Yes Yes Yes

Update Label Yes Yes No Yes

Update Service CI Attributes Yes Yes No Yes

Populate Service Location No Yes No Yes

Add CI to Service (With required relationship) Yes Yes Yes Yes

Remove CI from Service Yes Yes Yes Yes

Add Sub Service Yes Yes Yes Yes

Remove Sub Service Yes Yes Yes Yes

CI Grouping Yes Yes No Yes

Control Relationship policies No Yes No Yes

Control Escalation policy No Yes No Yes

Service group access No No No Yes

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For automating Service Models maintenance

Where is KPN Now?

New “Business Service Intelligence” (aka Accelerator) connector usage for

creating Service Models

CA Service Operations Insight service models using CA Unified Infrastructure

Management B2B probes

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Thanks to Jeff

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Jeff Morris of CA

Understands the needs of KPN

Initiator of the “Business Service Intelligence” (aka

Accelerator) connector

IT Operations Transformation With CA Service Operations Insight

• Integrated Capabilities• App-ware Infrastructure

Management• End-to-End Experience

Management

•Single Pane of Glass Cross-Domain RCA Unified Escalation

Management

•Business Service Capabilities

•Single Pane of Glass Cross-Domain Service

Model Visualization Service and Customer

Impact Analysis Proactive Service Quality

and Risk Management

•Business Alignment•Manage according to

Business/Financial Priorities

•OLA/SLA Reporting•Enhanced Customer

and Stakeholder visibility

•Automation Capabilities•Closed Loop Automation

to Optimize and Control • Increased Business Agility

•Silo Capabilities•Domain level

Monitoring and Reporting

•Separate UIs•Separate Monitoring

teams

Silo-eventoriented

Enterprise event management-oriented

Business-optimized

Ph

ase

Att

rib

ute

s

Processes and discipline allow more repeatable results

Several core services are modeled and understood, so service-focused processes are standardized

IT organization is agile and focused on continuous improvement

Pro

cess

es

Individual capabilities -- few processes and chaos

Business service-oriented

Business-aligned

Scale modeling of additional services enterprise wide, so all business services are understood and managed according to standardized processes

Where is KPN Going?

New CA Application Performance Management – CA Service Operations

Insight connector for automatic service models creation for back-end

monitoring based on

CA APM ETC

CA APM transaction monitoring

CA Unified Infrastructure Management server monitoring to CA APM-based

service models

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Take Aways

Service model creation based on end-user approach brings clear Service

model design

End-user approach does require quality alerts and likely additional

instrumentation

Automate the service model creation

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Thank You!

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For your attention

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