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Implementing a Model for Service Level Management:
A Practical Approach to Integrating Performance Tools
Implementing a Model for Service Level Management:
A Practical Approach to Integrating Performance Tools
Steve LewisJ.D. Edwards & Company
Steve LewisJ.D. Edwards & Company
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Topics:Topics:
1. Why manage/monitor your infrastructure?
2. What tools must be in place?3. Managing diverse systems, networks,
and applications.4. Key design decisions.5. Implementation experiences, examples,
and lessons.
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Why do we need tools?Why do we need tools?
Every IT organization wants to be known for its
proactive monitoring and
automated Service Level Management.
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What is the Cost to Manage?What is the Cost to Manage?
1) Hardware, Software, & Maintenance fees.2) Facilities – building, cooling, electricity, access
control, disaster recovery sites.3) People – design, operations, support.
But what about . . .• Cost avoidance – no addition to bottom line.• Do these costs offset the cost of not managing?
(Under- or Over-utilization, lost productivity, “waste”)
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What can we gain?What can we gain?
1) If you know what resources you have used in the past, you can better plan for the future.
2) Re-active mode vs. Pro-active mode: operating from a pager vs. identifying potential problems before they happen.
3) Quick notification gives a jump to the technical team who repairs the service.
4) Knowledge base = better history on failures; a training tool for new team members.
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How to Move in the Right DirectionHow to Move in the Right Direction
Break down the task into sequential steps.
Build Service Level Management step-by-step from the bottom up.
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The Layers of Service Level MgmtThe Layers of Service Level Mgmt
Automated functionality built in layers according to their dependencies.
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#1 – Technical Infrastructure#1 – Technical Infrastructure
In order for a specific service to be available, all of the technical components must exist:Network Devices & Communication LinksServer Hardware & Operating SystemsApplication Software & Processes
Each device must gather statistics on itself (using SNMP, WMI, syslog, flat files, etc.)
This is where most $$$ and people are allocated!
Network, System, and Application Infrastructure
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#2 – Fault Management Tools#2 – Fault Management Tools
A defined SERVICE may not be available if a network, system, or application component experiences a failure or poor performance.
“Root Cause Correlation” identifies the exact point of failure in the event chain.
Network, System, and Application Infrastructure
Fault Management Tools
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#3 – Information Management Tools#3 – Information Management Tools
This should include tightly integrated tools:Problem ManagementChange ManagementAsset Management
Network, System, and Application Infrastructure
Fault Management Tools
Information Management Tools
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Problem Management ToolsProblem Management Tools
If an infrastructure event is detected by the Fault
Management tools, it should be reported to the
Problem Management System: Documenting (trouble ticket & knowledge base) Tracking (status update & workflow) Escalating (service response) Notifying (pager, email, phone, PA system) Generating reports (mean time between failure)
Problem MgmtProblem Mgmt Change MgmtChange Mgmt Asset MgmtAsset Mgmt
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Change Management ToolsChange Management Tools
Change Management System: Schedule & approve changes to the infrastructure. Track routine maintenance tasks. The Problem Management tool can check with the
Change Management tool to distinguish between “Planned Outages” & unexpected faults.
Notification & reporting are handled differently for planned outages.
Problem MgmtProblem Mgmt Change MgmtChange Mgmt Asset MgmtAsset Mgmt
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Asset Management ToolsAsset Management Tools
Vital information on each technical component -- Asset Management System:
Vendor & maintenance plan Serial number & location Lease expiration & asset owner Responsible support team by shift so the
appropriate group is notified of an event.
Problem MgmtProblem Mgmt Change MgmtChange Mgmt Asset MgmtAsset Mgmt
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#4 – Performance Management Tools#4 – Performance Management Tools
Performance/Capacity Planning statistics. Resource utilization thresholds for proactive
notification when thresholds are exceeded.
Network, System, and Application Infrastructure
Fault Management Tools
Information Management Tools
Performance Management Tools
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#5 – Service Level Policies#5 – Service Level Policies
Technical components grouped into services. “Customer view” transaction monitoring.
Network, System, and Application Infrastructure
Fault Management Tools
Information Management Tools
Performance Management Tools
Service Level Policies
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#5 – Service Level Policies (continued)#5 – Service Level Policies (continued)
Two ways to measure a service:
Monitor each component in the “service chain” – BUT how do you synchronize the data from different monitoring tools?
Generate synthetic transactions from an “end user” viewpoint – BUT how do you isolate troublesome components?
Service Level Policies
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#6 – Service Level Management#6 – Service Level Management
Automated reporting of SLA compliance.
Network, System, and Application Infrastructure
Fault Management Tools
Information Management Tools
Performance Management Tools
Service Level Policies
Service Level Management
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Service Level Management is not a unique, isolated function. It is the culmination of ALL
the functions involved in providing the service.
Rick Sturm
#6 – Service Level Management (continued)#6 – Service Level Management (continued)
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Difficulty of Service Level ManagementDifficulty of Service Level Management
Collecting the appropriate metrics. Automating the correlation of those metrics.
TechnologTechnologyy
ViewView
CustomeCustomerr
ViewView
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Design Decision #1Design Decision #1
Reality: The technical infrastructure
is relatively dynamic, constantly changing, with little centralized control.
Decision: Choose “Self-Configuring”
Tools that detect and adjust to change automatically.
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Design Decision #2Design Decision #2
Reality: Cannot afford the intensive
administrative overhead required to maintain most tools.
Decision: Choose “Zero-Admin”
tools that automate or minimize administrative tasks.
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Design Decision #3Design Decision #3
Reality: Extensive software
distribution, version control, and cost issues with agent-based tools.
Decision: Choose “Agent-Less” tools
for common metrics (collect with SNMP, WMI, syslog).
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Design Decision #4Design Decision #4
Reality: Need a consolidated
“single-pane-of-glass” view of performance and service level statistics.
Decision: Choose “Web-Based”
tools that offer security & customization per user.
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Design Decision #5Design Decision #5
Decision: Centralize to provide
a single control point for security, event monitoring, administration, and report generation.
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Fault Management Layer:
HP OpenView NNMAdjusts to network configuration changes.Provides up/down status on connected devices.Does “root cause” correlation for events.Ability to define metrics for SNMP collection
and database storage.Serves as SNMP trap destination for
processing application-level events.
Constructing The System (part 1)Constructing The System (part 1)
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Constructing The System (part 2)Constructing The System (part 2)
Fault Management Layer:
Magnum Technologies: COORDINATOR
Provides “root cause” correlation for events.Updates its correlation engine when the
OpenView topology changes.Contains an External Command Processor for
parsing event messages, automatically opening trouble tickets, and sending notifications.
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Constructing The System (part 3)Constructing The System (part 3)
Performance Management Layer:
Magnum Technologies: CAPTRENDContains internal SNMP & WMI polling
engines to collect basic performance metrics.Stores data for ad hoc reporting; generates
several canned graphical reports.Ability to create performance thresholds that
generate exception events for notification.
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Constructing The System (part 4)Constructing The System (part 4)
Performance Management Layer:
BMC Software: PatrolMonitors application metrics at a detailed
level.Ability to generate SNMP traps for
application events which are sent to OpenView and COORDINATOR for processing.
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Constructing The System (part 5)Constructing The System (part 5)
Performance Management Layer:
Empirix: eMonitor & OneSightGenerates web-based customer-oriented
transactions (including https authentication).Ability to generate SNMP traps for response
time threshold violations that are sent to OpenView and COORDINATOR for processing.
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Still-to-be-AccomplishedStill-to-be-Accomplished
Integration of tools at theInformation Management layer.
Automated reporting from existing agent-based tools at the Performance Management layer.
Tools to correlate technology components and define policies at the Service Level Policy layer.
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Lessons LearnedLessons Learned
It always costs more MONEY and takes more TIME than expected.
It is always more difficult than expected to INTEGRATE diverse tools.
Key Success Factors: Management Commitment Business Process Improvement Customer Care Strategy Organizational Flexibility