Client Monitoring with System Center Operations Manager 2007

Level 200

• Experience supporting, administering and

monitoring Windows-based servers

• Experience with MOM 2005

• Familiarity with Windows Server 2003

user and administrative interface

Helpful Experience

Agenda

• Customer Challenges• Flexible Approach• Client Monitoring Management packs

– Windows Vista– Network Access protection (NAP)

• Audit collection (ACS)• Summary

Productivity/Cost ImplicationsProductivity lossesPotential data lossNo IT awarenessRoot problem not fixed

Lack of Awareness of End-User ProblemsUnreported issues drive productivity and satisfaction down and costs up

Desktop Crash!

<10%(1)

>90%(1)

+

+

(1) CER TAP participant interviews; MS Help desk qualitative discussions

RebootMost common end-user behavior

EscalateDesktop Admin likely see <5 %

of crashes

Call Help deskFew help

desks equipped to

resolve

ResolveKnown errors fielded before

All costs above and …One-off escalations often low priorityLittle ability to track problems from changes (i.e., patch, new app)

All costs above and …Help desk FTE costAdditional productivity loss in time with helpdesk

Customer Challenges• We need a low-cost means to monitor knowledge worker

productivity issues • Crash and hang problem impact knowledge worker

productivity• Simple and low cost methods for monitoring large scale• Our first tier operators need to resolve more issues to

improve turnaround• I want to correlate operational data to reduce helpdesk

cost

We need a low-cost means to monitor knowledge worker productivity issues

•Inaccurate projections of my desktop upgrades lead to inefficient use of resources•Capture the client experience as part of Service delivery•I need visibility into resource utilization of desktop resources•Determental impact of software updates for desktops is costly

It’s tough to analyze and understand our

enterprise from servers to desktops

•Without understanding the health of our mission critical line of business applications, our organization is very reactive•SOX and other regulatory compliance challenges•Very hard to apply domain knowledge of internal built apps•I have to deliver higher availability and quality of service for business critical desktop

It’s difficult to manage our business critical client desktops &

applications

Agentless Exception MonitoringNo agent deployment requiredIntegrates with Windows Error Reporting (Watson)Visibility to and resolution knowledge for client crashesEntire Enterprise space

Collective Client MonitoringReporting and alerting on collections of clients Proactive monitoring of errors, utilization, performance and reliabilityRemote diagnostic and troubleshooting tasksClient desktop as part of end to end service

Business Critical Client MonitoringDeeper monitoring and alerting on individual clients Verified availability via heartbeatHost for user perspective transactionsOptional: security auditing capabilities

Flexible Approach Scales to meet diverse needs for entire Enterprise

Agentless Exception Monitoring• Enables collection, viewing and reporting of

application and operating system crashes • Acquiring, viewing and editing knowledge

response• Leverages Watson and Windows Error

reporting clients • Allows Enterprises to manage flow of crash

information• Aggregates Error data for reporting• Scales to the entire Enterprise

AEM – Collection

Watson.microsoft.com

HTTP(s)://momserver/W

atson

\\momserver\errordata

AEM Knowledge Resolution

• Control Error forwarding of Error reports– Basic – Detailed

• Microsoft provides knowledge response for forwarded Error reports

• Filtering of forwarded Error report data• Control privacy for diagnostic data gathering• Provide help desk response options for crashes• Specify a “self help” link to display to end users for a

crash

AEM – Knowledge Resolution

Watson.microsoft.com

HTTP(s)://momserver/W

atson

\\momserver\errordata

Report - Top N Applications

AEM - Benefits• Simple configuration and deployment of

functionality reaching entire Enterprise• Aggregated Reports on Error data collected

gives visibility into Top crashes• Provide help desk response options for

incoming crashes• Alert on aggregated crash/hang data• Secure, Reliable, Efficient reporting on

Windows Vista– HTTP based secure error reporting– Improved report extraction

Configure Client Monitoring

demo

Agentless Exception MonitoringNo agent deployment requiredIntegrates with Windows Error Reporting (Watson)Visibility to and resolution knowledge for client crashesEntire Enterprise space

Collective Client MonitoringReporting and alerting on groups of clientsProactive monitoring of errors, utilization, and reliabilityRemote diagnostic and troubleshooting tasksClient as part of end to end service delivery

Business Critical Client MonitoringDeeper monitoring and alerting on individual clients Verified availability via heartbeatHost for user perspective transactionsOptional: security auditing capabilities

Flexible Approach Scales to meet diverse needs for entire Enterprise

Agent Design Goals

• Monitoring requirement scale to fit goals– Monitor a collection of clients for medium scale– Business critical desktop for smaller scale

• Agent optimizations– Resilient in disconnected client environment– Resource utilization on client machines– Lower alerting of clients

• Agent scalability depends on level of Client Monitoring

• Use System Center Capacity planner for sizing

Client MP design Goals• Collective Monitoring

– Reporting and alerting on groups of clients– Monitor collectively for Availability,

performance, reliability– Collective User perspective monitoring

• Business Critical Client Monitoring– Deeper monitoring and alerting on

individual clients– Individual User perspective monitoring – Audit collection

• Zero configuration OOB for standard features

Client Monitoring MPs• Windows Management Pack

– Windows 2000– Windows XP– Windows Vista

• NAP• Audit Collection• Information Worker Management Pack

– Office 2000– Office XP– Office 2003

Windows Management PackWindows 2000, XP - Features

• Availability and Reliability– Service availability– Resource availability – storage, CPU– Reliability of critical resources

• Performance– Shell responsiveness– Startup/Shutdown

• Hardware and configuration– Service and share configuration

Windows Management PackWindows 2000, XP - Features

• Views–Client specific

• Tasks–System Information–Network Diagnostics–System Restart/Shutdown–Process Diagnostics (NEW)

• Reports–Global reports

Windows Vista MPDiagnostics Monitoring• Disk Monitoring

– Disk failure– Self-healing disk– Gradual degradation– Disk utilization

• Performance Monitoring– Trends on desktop performance– Root-cause analysis

• Resource bottlenecks• Applications with problems

• Memory monitoring– Memory hardware health– Low memory conditions

Windows Vista MPReports

• Enable upgrade decisions based on hardware

performance

• Determine which machines to upgrade

• Set hardware standards

• Pick OEMs to use

• Upgrade software

Windows Management PackGetting Better with Windows Vista – Reports

NAP Client Service Monitoring

• Track NAP service operation• Provides NAP service status and trends • Reports

– Health policy Compliant/Noncompliant Clients– Client remediation time and trends– Early warning of developing health policy compliance

problems

Health Policy NonCompliant Clients Report

Audit Collection Requirement

• Compliance requirement to centrally collect,

monitor, report and archive security events

• Maintain audit trail of internal security related

activities

• Requires highly scalable and secure collection

infrastructure for huge volume of security events

• Further details in separate session

Information Worker MPOverview• Platform and Version Coverage

– Windows 2000 Professional, XP,Windows Vista, Office XP, 2003, 2000

• Designed for Collective and Business Critical Client Monitoring

• Suite of Management Packs– Separate MP’s for each Windows or

Office Application– Office XP, Office 2003, Office 2007, Internet Explorer 5.0,

Internet Explorer 6.0, Internet Explorer 7.0, Windows Media Player

Information Worker MPWindows and Office Features

• Availability Monitoring– Crash and Hang Management– Outlook Mail Availability – Internet Explorer Site Availability– Data source (Database) Availability

• Performance Monitoring– Resource Utilization Management

Information Worker MPWindows and Office Features

• Global Collective and Business Critical Monitoring– Are my IW applications crashing or hanging?– Are my IW applications consuming to many resources?

• Application Specific Collective and Business Critical Monitoring– Are Office Outlook clients able to send receive mail?– Is Windows Internet Explorer able to access sites?– Is Windows Client Desktop able to access data sources

(eg:DB)?

Client Monitoring benefits• AEM delivers a simple, easily configurable mechanism

to monitor crash and hang problems• AEM monitoring facilitates large scale Enterprise

needs• Knowledge response from MS can be correlated with

operational data to reduce helpdesk cost

Ops Mgr facilitates low-cost

monitoring of crashes

• WindowsOS and Vista Reports assist in projecting desktop upgrade needs

• IW templates capture the client experience as part of Service delivery

• Vista Desktop resource utilization reports• Planned software updates for desktops

OpsMgr provides visibility across the

Enterprise from servers to desktops

• Monitor business critical applications end to end• ACS reports can be used as part of compliance • Proactive monitoring helps deliver higher availability

and quality of service for business critical desktop

Actively manage business critical

client desktops & applications

Summary• Client Monitoring reduces TCO of Windows

and IW applications across the entire Enterprise

• Features designed to scale diverse needs of your

Enterprise

• Agentless exception monitoring provides visibility

into client crashes at low cost

• Audit collection for security events from clients

• Improved experience on Windows Vista