Präsentation zum Thema: "Service Management mit NetIQ Lösungen"— Präsentation transkript:
1 Service Management mit NetIQ Lösungen Der “IT Mehrwert” durch Service Management
2 Agenda Service Management – unumgänglich für IT Organisationen Grundlagen Service ManagementService Management und ITILAppManager ControlCenter (Service Map Viewer)AppManagers TechnikQ&A
3 IT Herausforderungen & Trends BenötigtAusrichtung an UnternehmenszieleEinhaltung Service Level VerpflichtungenEinfachstes Management der KomplexitätDo More With Lessproactiveres ArbeitenÜbergabe “knowledge & best practices”ChangeZukäufe, Mergers,AuflösungenService LevelVerpflichtungenBudgetKonkurrenzEmployeesCustomersPartnersVerteilteHeterogeneUmgebungenOutsourcingWhat we need to convey here is a level set for everyone. There will be new reps and experienced reps in the audiences and many of the new reps are still learning about what customers are facing. This slide will convey the challenges and trends and summarize the demands customers have these days.Distrib hetero env – many operating systems, many applications, many branch offices, many B2B and partner extranet types of communications – makes it complex and demandingService Level Commitments – speak to both written and unwritten – most are unwritten and therefore impossible to achieve since every person will have a different perception of what the SLA is, regardless, it is all challengingChange – Add divisions, integrate companies, remove divisions, office and location moves, new branches, etc.Budget Competition – not only have budgets been static or decreasing, but business demands have increased. The demand for each budget dollar has increased in that more people and more businesses within the company want their priorities served and there is not enough to go aroundOutsourcing –Internal Development – The seemingly limitless power and speed of development with the new web services platforms makes it more palatable for companies to develop their own solutions rather than buy an off the shelf solution and spend a great deal of time/effort/$ customizing it. The problem comes in when these applications go into production since there are so many disparate parts to a web services application and at any time, one of the components can change or fail, causing a string of issues and operations has no idea how to detect this in the first place, how to know which end services are impacted by a component (element) failure, how to diagnose the issue, and how to get things back up and running and hopefully prevent a reoccurrence.Consolidation – This is a trend is some companies where they want a single enterprise solution – Many mid size companies are maturing to the point of wanting such a solution these days – The larger enterprises have typically made BoB purchases over the years and some like having them strung together as they do currently and some prefer a single enterprise solution.IT Maturity – you should know that spinInterneEntwicklungJ2EE & .NetIT OrganisationsAbläufeKonsolidierungBest of BreedSingle Enterprise solution
4 Service Management Es gehört einiges dazu um z. b Service Management Es gehört einiges dazu um z.b. einen Messaging Service zu überwachenBufferAttackBackupAntiVirusContentMgmtBlackBerryTrojanHorseFirewallAdministrationErrorsFirewallDNSSMTPGatewayUNIX / LinuxIISSecuritySensorMisconfigNetworkDevicesSabotageEnd-UserExperienceNote: See at bottom for description of various security exposures/attacks….So you think that managing an service is about managing Exchange, AD, DNS, and IIS? Well, think again (build). There are dozens of additional components, technologies, and organizational segmentations that must all be performing optimally in order for the service delivery SLA to be met.Anyone responsible for service delivery is going to be interested in the dependencies between the various components and the performance of each, as well as the end delivery and response time for the end user.Execs and remote employees demand access through blackberry. Salespeople access through outlook web access while remote. If the blackberry or IIS fail then to those users messaging is done…..etc.Not only are there many points of failure to be managed, there are security risks which may all impact service delivery as well and these security risks need to be mitigated in order to guarantee service delivery.If you are going to manage a service you need to be able to manage all the components, and report on the service as a single entity not a collection of nodes. You also need all of the administrators and people with their own views of the world to work together and not point fingers. Providing granular management for each admin as well as a comprehensive service management capability for the people actually responsible for the entire service delivery is critical to successful service management.Consider the security administrator and their focus on vulnerability management and security event management. Without them, service delivery could easily be impacted by an internal attack as a result of an unapproved privilege escalation or an external attack such as a denial of service attack that consumes firewall resources, bandwidth resources, and therefore reduces the throughput for everything else, including !Now lets talk about our product vision to help you manage services like this across your enterprise.================================Security exposures explainedIP Theft – Theft of company intellectual propertySecurity Sensor Misconfiguration – Accidentally leaving ports open in a firewall, not updated the anti-virus application with the latest .dat files, failure to update the Intrusion Detection Sensor (IDS) with the latest attack profiles, failure to install anti-virus services on new servers or workstationsSabotage – When someone internal to the company leaves various holes open so they can attack later or when they set certain privileges, delete or alter data, crash an application on purpose, etc.Administration errors – Accidentally adding someone to a privileges group, accidentally shutting down an application, accidentally changing a setting in a key application – often occurs due to an accidental privilege escalation – the fewer people that have a lot of administration or powerful privileges, the betterBuffer Attack – Directed at IIS (any web server actually, but in our example, IIS) (Outlook Web Access or some other web pages on the site are the target) – Attempt to pump in more data to a field than that field is supposed to handle and cause abnormal termination of application – often leaves user in “root” or in position of administrative authority so they can then do more destructive types of things…bottom line it impacts availability even if they don’t damage anything elseTrojan Horse – Type of attachment to an (often an executable program) such that when that is opened or that program attached to an is run, the “trojan horse” gets control and comes alive to do its damageExchangeActiveDirectoryHardware&OSIP Theft
5 Service Management Sichtweisen Web-basierte ApplikationService SichtManagement einer Service Metrik (z.B. response time, Verfügbarkeit)Application Servers:Multi-vendorMulti-vendorNetwork:Web Servers:Multi-vendorDatabases:Multi-vendorService Management:Relevante Service Metrikenzum Infrastruktur VerhaltenHere we see the web-based application that sits on top of the infrastructure. The service view measures metrics that are important to the user (such as response time, and application uptime).The service and element monitoring views provide very different perspectives on operation of the application. For example, the Web Server, Application Server, and Database Server may each be slightly off regular performance, and not exceed an alert threshold. However, in combination, there may be a significant degradation of user response time. Without a service view, the system may appear to operate properly to the IT group, while in fact users are having significant issues.Service Management enables IT to relate service metrics to the behavior of the infrastructure to determine the cause of problems and appropriate corrective actions.Management einer Vielzahl vonHeterogenen Komponenten: (Network, Web Servers, App Servers, Databases)Netzwerk AdminWeb AdminSystemAdminDatabankAdmin
6 Vergleich von Metriken CPU loadMemory utilizationAvailable diskProcess monitoringEtc…Traditionelle MonitoringMetrikApplication availabilityUser response timeIncident response timeMax. duration for outageEtc…Service ManagementMetrikAnother way to illustrate the difference between element monitoring and service management is to look at the metrics in each scenario:Traditional monitoring looks at device performance metrics like cpu, disk, memory, etc.Service management looks at metrics that are relevant to the user: response time, how quickly IT responds to reported problems, etc.In many cases, bonuses of IT personnel are tied to meeting service level metrics.The reality is that both types of metrics are needed for effective Systems Management.
7 NetIQ Vision Service Management Lebenszyklus Service Level Reports & SichtweisenVerfügbarkeits AnalysenErwartungen identifiz…Pläne zur VerbesserungReviewErmitteln der Business AnforderungenEinrichten von baselines & RessourcenErweitern der Service AngeboteAssessSLAService MapsMonitoring PoliciesDefineMonitor, Priorisierung, Benachrichtigungen, AntwortenAutomatismus für Effizienz and GenauigkeitDiagnose & Lösung root causeOperateWe have a vision around addressing the pain in managing service delivery of key business services such as , VoIP, Web Services.There is a lifecycle that exists and seems fairly simple when one considers the logical steps involved. The lifecycle is a never ending process for which the steps do not change, rather the tasks or activities at each step change as the organization matures.Assess – IT must know what the business requirements are, must be able to determine current capabilities and gaps, and must be sure that commitments to SLAs can be met or that gaps can be addressedDefine – Creating the SLAs themselves, linking the components that make up the service, and creating the monitoring policies that in the end will define the serviceOperate – IT must monitor the components that comprise the service, prioritize incidents that occur, notify key personnel to respond to issues, perform the initial diagnostics and determine the root cause, and hopefully automate as much of this as possibleReview – Service level reports and views of service performance and overall availability analysis internal to IT to ensure that service delivery commitments are achieved, including identification of exceptions and improvement plans to address exceptionsNetIQ AppManager Suite addresses all areas of the cycle in varying degrees as the following slide shows.
8 AppManager Suite Umfassendes Service Management Forschrittliches Service Level Reporting und Interaktive Analysenmit AppManager Analysis CenterReviewAssessOperateDefineZentralisiertes ServiceManagementmit demAppManager Control CentermitAppManager Diagnostic ConsoleTroubleshootingundRoot-CauseIsolierungThe AppManager suite delivers service management functionality today. The capabilities of each of the major components builds here and shows how NetIQ delivers in each phase of the lifecycle.For a comprehensive lifecycle description, see below.Centralized Service Management with AppManager Control CenterSimplify the monitoring environment with visual correlationsCentralize monitoring policy and exception managementProactive Operational Managementwith AppManager 6.0Simplify the monitoring of key services and identification of exceptionsRetain and share knowledgeTroubleshooting and Root-Cause Isolation with AppManager Diagnostic ConsoleSupports Windows and ExchangeLeverages & Extends AppManagerThe Lifecycle:Assess Your EnvironmentThe assessment phase determines requirements, existing capabilities and how these service capabilities can be extended. It entails several specific activities:Determination of business requirementsEstablishment of service level baselinesAssessment of IT capabilitiesDetermination of how to extend service offeringsWith AppManager Analysis Center for advanced reporting capabilities, you can turn data into actionable knowledge to more effectively manage services, business/infrastructure applications and elements. This allows you to provide efficient data collection; rapidly generate reports; and deliver service-level compliance, capacity planning and historical trending.Define Your Service Level Requirements This phase focuses on defining specific service management requirements and translating these into specific policies for monitoring and management:Define SLA content- SL Objectives- SL Indicators- Service Hours- Customer information, etc.Map to Underlying Operational ProceduresWith AppManager Control Center’s flexible and powerful console, you gain innovative ways for users to document and correlate their IT assets to business services. This allows you to efficiently manage large server environments; streamline functions for processing large numbers of alerts and events; and view your IT environment in an applications and business service context.Operate More EfficientlyThe primary activities at this phase are centered on operating the IT environment so as to meet or exceed the defined service level metrics. The important functions here are to:Monitor the infrastructure and prioritize issues to be addressedProvide notification of problem issues and facilitate appropriate responsesAutomate the process of detecting problems and taking corrective actionsAssist in the resolution of problems.The core AppManager product enables you to monitor and manage your business applications, services and IT infrastructure, allowing you to centrally manage the health, performance and availability of more than 60 popular server applications across Windows, UNIX and Linux systems. You can also scale AppManager's robust and flexible architecture to thousands of servers and customize your solution without having to learn proprietary languages or technologies with AppManager's use of industry-standard technologies, such as XML, VBA, Perl and Java.Review and Relate DataThe review phase completes the service management lifecycle. Main activities here are to:Create service level reports and views.Analyze service availabilityIdentification service level exceptionsDevelop plans to correct issues.With AppManager Diagnostic Console, you have the capability to remotely diagnose and resolve common problems in Windows and Exchange, improving IT efficiency and reducing application downtime. This allows you to integrate with AppManager for the automated collection of relevant diagnostic information; collect data through several mechanisms, such as AppManager agents, NetIQ Performance Endpoints and WMI; and relate application/business service issues with problems in the underlying IT infrastructure.Proaktives Operation Managementmit AppManager 6.0 und AppManager Performance Profiler
9 Aktuelle Position – Windows Market Marktführer im Microsoft Technologie ManagementMehr als das doppelte an Marktanteilen(Gartner Dataquest’s October 2003 report NSM Market Statistics and Vendor Shares)
11 Was ist das Ziel hinter dem Service Management Reduzierung KostenIT unterstützt den “Firmen Business Prozess”IT Organisation als Service ProviderSystematisches Erreichen der IT ProzesseBusiness-like Verhältnis zwischen IT und deren KundenVerbesserte Kommunikation zwischen GeschäftsinteressentenIT-Kunden, IT-Usern und den IT OrganisationenMeßbarer Beitrag zum Geschäftserfolg durch wirkungsvolle und leistungsfähige IT Prozesse
12 Probleme ohne Service Management Mangel an Transparenz für Servicesfehlende, unvollständige oder ungenaue Service Level VereinbarungenMangel an Kommunikation zwischen IT und deren KundenService Qualität kann nicht nachgewiesen werden (keine messbaren Kriterien)Kein umfassendes Verständnis, was für Komponenten ein Service umfasstOft ineffiziente interne Prozesse
13 Was ist ITIL IT Infrastructure Library (ITIL) Buchserie Publiziert bei dem British Office of Government Commerce (OGC)Entwickelt bei Central Computer and Telecommunication Agency (CCTA) Ende der 80iger JahreDe-facto Standart in IT Service Management (ITSM)Jedes Buch beschreibt:einen IT Prozessdessen RolleFunktionAbhängigkeitenEs ist kein fertiges Set von RegelEs ist eine flexible best practice Annäherung und ein offenes Framework
14 Andere Standards MOF: Microsoft‘s Adaption von ITIL ISO 9001: Qualitäts ManagementTQM: Enterprise-wide Qualitäts ManagementSIxSigma: Qualitäts Management aus Sicht der „Produktionsbrille“GAMP 4: Qualitäts Management für PharmaceuticaCobit: Auditing von IT ProzessenPrince 2: Project Management für die ITIL Implementation
15 Grundlegende Gedanken um SLA‘s “Was Sie nicht beeinflussen können, sollten Sie nicht messen”“Was Sie nicht messen können, können Sie auch nicht managen”“Was Sie nicht managen können,Sollten Sie nicht in einem SLA festlegen”