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Key Factor in Producing and Maintaining Integrated IT Services Slides from our Session at IBM Tivoli Pulse 2009
Citation preview
Key Factor in Producing
and Maintaining Integrated
IT Services
PULSE 2009
Agenda
1. What Drives Automation ?
2. Why Do We Have to Go Beyond Management 101 ?
3. The Evolution of Automation „Tools― – Are We there Yet ?
4. So there Is Automation and AUTOMATION ?
5. What Effects Can Be Expected from AUTOMATION ?
A few Examples….
6. How Does It Work ?
7. How Does It Integrate ?
2 |
What Drives
Automation?1.
3 |
Improving IT Service !
PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services4 |
Business will
always prioritize
availability l.e.
less and shorter
outages /
incidents and an
overall improved
performance
On the personal
agenda of any
manager security
in the sense of
„Compliance“ is
among the top three.
I.e. documentation
and arguability are
of the essence.
As maintaining
status quo still
consumes
roughly 80% of
the available IT
budget cutting
operating cost is
still one of the
main priorities.
Why Do We Have
To Go Beyond
Management 101?
2.
5 |
The Conventional Approach to Escape Cost Pressure
Making use of economies of scale
Standardization• of infrastructure
• of processes
• of applications
Consolidation
But economies of scale…
do not fully apply to manual labor.
cannot be applied to individual applications.
cannot be applied when focusing on business
processes.
cannot be used when aiming to gain
competitive advantage.
6 | PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
marginal cost
item
The Conventional Approach to Escape Quality Pressure
Introducing ITIL
As a common process model ITIL will provide for…
a clear definition of responsibilities;
an increase in transparency and documentation quality;
an improvement in communication and reconciliation;
cost transparency..
But ITIL simply does not change the way...
„things are done― by the actual administrators and
therefore does not change the process used for
„operating IT―.
7 | PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
IT – Way Back?
8 |PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
CRAFTSMAN MANUFACTURE INDUSTRYKNOWLEDGE
WORK
IT To
day
Eco
no
my T
od
ay
The Evolution of Automation „Tools―
– Are We There Yet?
3.
9 |
BSM
Buzzword Bingo
10 | PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
ITSMFacility
HW/
HyperV
OS/VM
Apps
Services
Processes
BTM
Admin User Manager
WL-Auto
RBA
NSM
BPMITPM
DCA
The State of Evolution ?
Previously saved
Tasks are executed
at a predefined time
Previously saved
Tasks are executed
as a previously
defined event occurs
Previously saved
Tasks are Automatically
Executed as necessary
11 | PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
Standard procedures
are applied – no
matter what!
Standard procedures
are applied as they
make sense
Procedure snippets
are dynamically
combined to find
effecitve solutions
Scheduled
Event-Triggered
Automated
Standardized
Rationalized
Dynamic
Evolution of Automation Solutions
12 |
Automated
Standardized
Dynamic
Scheduled
DCA
RBA
WL
Automation
IT Process
Automation
Event- Triggered
Rationaliz
edNSM
aAE
Automation Autopilot – Are We There Yet ?
The arago Automation Engine (aAE) integrates and automates other existing
automation solutions
This solution relies on a model of the infrastructure and service landscape to
dynamically decide upon desirable actions
Personal comfort zone of automation can be adjusted
Dynamic Automation /
Universal Automation Engine /
Automation Autopilot
13 | PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
Run Book
Automation
Admin-
Scripts
Workload
Automation
Job
Scheduling
Data-Center
Automation
Provisioning
Config Mgmt.
IT-Process-
Automation
Integrate
ITIL-Tools
So there Is Automation
and AUTOMATION?4.
14 |
One Step Ahead – Industrialization of IT SM
Automation is
included in many
tools and processes.
Still a person triggers
even the most boring
action lists in most
cases
In AUTOMATION the
system handles itself
as far as desired.
Experts are pushed
further up the value
chain as they feed
the AUTOMATION
with their knowledge.
Run Book
Automation
IT Process
Automation
Data Center
Automation
Workload
Automation
Policy Based
Automation
15 | PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
Taylorization
Standardization(Assembly Line)
Commoditization(Economies of Scale)
Individualization(Just in Time)
AUTOMATION
What EffectsCan Be Expected from
AUTOMATION?- A few Examples…
5.
16 |
Consequences of Introducing Automation in IT Operations
17 |
Kostensenkung
Improving Quality Reducing complexity and
interface of tool landscape
Effective use of employees´
skill profiles
Minimizing manual labor means
minimizing HR cost
Cutting Cost
Reducing the amount of time
needed to process an incident
Better transparency and
full documentation
Reduced number of incidents,
increased availability
Can be introduced
„on top of“ standardization
and consolidation
Can be applied to individual
applications and
environments
Allows for soft
consolidation of system
management tools
Additional advantages of automation
PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
Example of Mostly Automated IT Operations
18 | PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
Sep
05
Okt
05
Nov
05
Dez
05
Jan
06
Feb
06
Mar
06
Apr
06
Mai
06
Jun
06
Jul
06
Aug
06
Sep
06
Okt
06
Nov
06
Dez
06
Jan
07
Feb
07
Mar
07
Apr
07
Mai
07
30.000
25.000
20.000
15.000
10.000
5.000
0
Num
ber
of T
ickets
Number of Incidents: manually versus automatically handled
handled
manually
handled
automatically
arago Automation Overview – Sample Implementation
Status before automation
project
SAP portal environment with 80% individually developed applications in JAVA and .NET.
Business critical application with a throughput of 60% of all transactions.
Ca. 70 servers
Availability < 70% while being operated by a large IT provider
Migration Individual Automation
Status with automated IT
operation
> 99,9% availability
As the application is developed within a live environment, instability seems unavoidable. Automation however makes this instability invisible to the users.
Double the amount of users
and Hits on the same platform
Transaction volume increased
from 60% to 80% of total
sales.
Documenting the IT model
Building new monitoring concept
Reinstallation of platform on new infrastructure
This phase took up 5 instead of 3 months (planned)
The documentation of application interdependencies was rewritten completely due to quality reasons.
Analyzing all incidents
Intense system analysis
Improving the model
This phase took up 1 instead of 2 months (planned)
Just using the standard rule set increased the availability to more than 95%
19 | PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
Unleashing the Power of Automation
Host
Desktop Environment
Standard Software (SAP)
Heterogeneous Infrastructure
Individual Applications
The power of automation increases with the complexity and individuality of the environment to be operated. Automation potential also increases with growing levels of interdependency.
Due to the long experience gathered on host systems and the automation therefore already in place as well minor dependencies to underlying systems, the power of automation is lowest on mainframes.
As desktop environments do not have many interdependencies and as modern desktop environments rely on highly standardized and automated operation environments automation will only have slight effects here.
The positives effects of integrating automation into IT operations will come to its peak when used upon a heterogeneous and distributed environment. These kinds of IT landscape can be found in today´s Web Computing and large Client Server solutions.
The full power of automation will be unleashed when it is applied to individual applications as they are until now almost resistant to any optimization in IT operations.
20 | PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
Automation will increase its results as it is deployed onto well documented and well used standard software. FAQs will be included into the rule set and their knowledge becomes widely available.
How Does
It Work?6.
21 |
Three Technical Stages of Automation
Predefined plan to be executed
manually or via script
Automated action is triggered
upon deducing one path of
possible causes
Analysis and dynamic
correlation of events to
execute many automated
action blocks and dynamically
find an appropriate solution
while documenting the steps.
Work is executed manually (while using
tools)
Steps taken are well documented for
previously known situations
A situation is analyzed by building an
event chain
To create an automation the complete
situation and the complete solution
have to be known
The situation is devided into and
analyzed from many perspectives.
The solution is created dynamically by
combining knowledge from all
perspectives. Devide and conquer as
an automated process.
ResultTechnical Focus
RUNBOOK
AUTOMATION
ROOT-CAUSE-ANALYSIS
BASED AUTOMATION
KNOWLEDGE GRAPH/
MODEL-BASED
AUTOMATION
22 | PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
arago´s Automation Model
Convergent Knowledge Graph
Algorithm.
Knowledge Base with mode than
30.000 rule expressions.
Isolated knowledge and insolated
actions are saved and combined by
aAE to find a solution thereby bridging
silos and information gaps.
23 | PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
Automation Engine Overview – I/O Model
The arago Automation Engine
(aAE) uses available monitoring
and model data of a given IT
landscape.
The model describes
dependencies between
components as described by the
M—A-R-S method and read from
CMDB
The knowledge needed to resolve
incident is saved in the rule base
The aAE will analyze all incoming
data and will execute a
combination of actions to resolve
any upcoming inconvenience.
Compliance is guaranteed as aAE
documents all actions taken and
the cause for taking an action.
24 | PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
IT Model
Monitoring
and
Event Data
Rule Base /
Action
Repository
25 | PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
Sample: Scenario of an Automated Problem Resolution
One of two SAP hosts in a customer´s SAP clusters crashed physically.
The web servers in a totally different context of the client´s IT environment
overload a short time after this event.
The web servers are restarted automatically but crash again after just a few
minutes of operation.
In the mean time monitoring data indicates slow processing speed in one of
the SAP Business Connector clusters.
The individually developed SAP Business Connector interfaces are restarted
on the remaining SAP server.
After this step the data processing is back to normal speed and restarting
the web servers again results in normal operation.
All problems are resolves.
Non of the applied rules were specifically written for this customer. This
automation is a result of silo automations written by SAP, web, data
pump and infrastructure experts.
RP1
Apache-
Webserver
Produktion
Reverse-Proxy-
Produktion
Customer Portal
Produktion
OS-Application-
Produktion
DCOM
WS1
RP1 LD1 LD2 DC2 DC3 WS1 WS2 BC3 BC4 DF1 DF2 PO3 PO4 DF3 DF4 DF3 DF4 DF1 DF2 DF1 DF2 DF1 DF2
LDAP Service AD Service ApacheCustomer-
SAP-BC-5555
DBCL2
Produktion
SAP J2EE
Engine
Produktion
FS Service
Apps
Webserver
Produktion
DBCL1
Produktion
DBCL1
Produktion
DBCL1
Produktion
LDAP-Produkion AD-ProduktionCustomer-Portal-
Produktion
Customer-BC-
Produktion
Customer-SAP-Portal-
DB-Produktion
Customer-SAP-Portal-
Produktion
PDB-Ressource-
ProduktionPDB-DB-Produktion
VIVA2000-DB-
Produktion
VIVA2000Data-DB-
Produktion
CPS-IIS-Produktion CPS-J2EE-Produktion SDB-DB-ProduktionCMS-Publizierungs-
RessourcenTREX-Ressourcen ERP-Datainterface
DMS-
Filesystemshare-
Produktion
ADB-DB-Produktion Mailsystem
Internet
Information
Services
Jakarta
Tomcat
DBCL1
Produktion
Publizierungs
monitor
Webserver
Publizierungs
monitor CPSTREX Dienst R/3 Ping FS Service SQL Server SMTP
WS2 CP1 CP2 CP1 CP2 DF1 DF2 WS1 WS2 CP1 CP2 DF3 DF4 dop176.zumtobel.co.at Smtpfilter.zag.co.atTR1 TR2 bccl.zlag.com
Public-IIS-Produktion
Internet
Information
Services
WS1 WS2
DF1 DF2
DBCL1
Produktion
ZSPortal-DB-
Produktion
26 | PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
Sample: Scenario of an Automated Problem Resolution
– Abstract Model Representation
Sample: Scenario of an Automated Problem Resolution
– Abstract Model Representation
27 | PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
Sample: Scenario of an Automated Problem Resolution
– Viewing the aAE
28 | PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
Sample: Scenario of an Automated Problem rRsolution
– Viewing the aAE
29 | PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
Sample: Shadow Table and SAP Server Events Relate
30 | PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
Sample: Reinitiate Shadow Service on Remaining
SAP Machine
31 | PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
How Does
It Integrate?7.
32 |
Incident Management the Old Fashioned Way
33 | PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
Monitoring
Service1 2
1a 7
56 3
4
Helpdesk
IT experts (Incident
Management)
3
Incident Management with Automation Engine
34 | PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
Monitoring
Service
1
1a 6
IT experts (Incident
Management)
Helpdesk
1b5 2
B
C
D
A
4
2a
arago Automation Overview - Integration
The arago automation engine
(aAE) seamlessly integrates
into a standard ITIL tool
(CMDB, monitoring, …) and
process environment
This is done by introducing the
arago automation engine at any
point of the processes requiring
manual interaction.
Only when the arago
automation engine cannot
complete the processing of a
task it will assign the pre
processed task to a qualified
administrator.
PULE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services35 |
arago Automation Overview – Implementation Phase
IT-Model
Monitoring Model
Implementing aAE
Installation
DryRun Standard Run
Individual Config
DryRun
Preparation phase
Technicalimplementation Process implementation
Process Implementation
Installing the engine software including the standard rule set.
Test drive standard rule set by logging and not executing actions to be taken.
Putting the standard rule set into action while analyzing the individual environment and occurring incidents for automation potential.
Test drive individual rules the same way the standard rule set was tested.
36 | PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
Sample: Integrating the arago Automation Engine
into an IBM Tivoli Environment
An IT environment that is managed by using the IBM Tivoli suite of system
management and business service management tools is to benefit from the
effects of arago´s automation technology.
Only the automation engine (aAE) as well as the process and methodology
parts of the arago concepts are used in this approach. All other components
(workspace, …) are already in place with the installed IBM Tivoli
environment.
The arago automation engine aAE can thus easily be integrated into a
standard operating environment. Similar integration approaches are
also available for other OASIS members. (HP, IBM, ca) and Nagios as
an open source tool.
37 | PULSE 2009 – Automation - The Key Factor in Producing and Maintaining Integrated IT Services
Sample: Integrating the arago Automation Engine
into an IBM Tivoli Environment
Tivoli Impact /NetCool
GW
Business Service
Management (TBSM)
ConfigurationDatabase (CCMDB) O
MN
Ibu
s
Ressource Monitoring
(ITM)
Tivoli Data Warehouse
Transaction Monitoring (ITCAM)
Network Monitoring
(TNM)
3rd Party Data
Source
OtherRepositories
events
events / KPIs
Config Items
and Relationships
metrics (historical)
aAE
Read More @ www.hcboos.net
PULSE 2009arago AG
Eschersheimer Landstr. 526-532
60433 Frankfurt am Main
GERMANY
Tel: +49-69-40 56 8-0
Fax: +49-69-40 56 8-111
eMail: [email protected]
URL: www.arago.de