Delivering operations management success at Morningstar (a case study)

© Copyright 2/10/2015 BMC Software, Inc1

Delivering Operations Management

Success at Morningstar: A Case Study

Monitoring Cloud Lifecycle Management (CLM)

Tod Paton Senior ConsultantAdvantis Management Solutions

Graham VanSwearingenOperations ManagerMorningstar Inc.


Agenda

1. OverviewEvent Management at Morningstar

2. Customized SolutionsCLM Event Management at Morningstar

3. Working with a BMC PartnerBuilding Strong Relationships

4. Q&A


Effective IT Service

Assurance to Bridge

the Gaps in your

Organization

BMC Partner

• Focused on helping service organizations obtain their goals by reducing complexity and reducing costs

• We serve a broad group of enterprises within both the public and private sectors

• Our core company values are deeply rooted in the development of long-term relationships

• Our client experience includes trust, reliability, and mutual loyalty

• We are there when you need us


Morningstar’s growth has been driven, in part, by our practice of continually adopting new technologies and integrating them with our products.

• Mission is to create great products that help investors reach their financial goals

• A leading provider of independent investment research in North America, Europe, Australia & Asia

• Provides data on approximately 473,000 investment offerings

• Client solution developer

• SaaS Provider for our clients

• Maintains own financial data

• Hosts the majority of consumed IT resources

• Unified IT provides support for product & employee technology


Morningstar Challenges

• Information rationalizationfrom systems

• Latency in response time

• Workflow management

• Automation toolsets

• Ticketing system

• Rapid client requirements

• Dynamic environment

• Diverse offerings and requirements

Embracing Technology

Early Adopters

Information &

Accessibility

Do-it-ourselves


Customizing Event Management Tooling

Advantis’ Key Role

• Transformation from architecture

• Implementation and testing

• Knowledge transfer

Additional Project Roll-outs

• Cloud Lifecycle Management (CLM)

• Remedy Change Management

• Remedy Incident Management

Experience

ArchitectureTeam

Management

Innovations


BMC Rollout - Timeline

ADDM/CMDB

BPPM/TMART/SIM

EUEM CLM Monitoring

CLM

August2012

June2012

August2013

March2012

March2013

March2014

Remedy IncidentRemedy Change

Event Management ITSM and Provisioning


CLM Event Monitoring Solution


CLM Architecture

Overall


CLM ArchitectureAO integration to Infoblox


CLM ArchitectureResiliency at every level of Remedy


CLM ArchitectureBNA and VMware


AR Mid Tier (3)

AR System Server (3)

Atrium Core Registry (2)

CMDB App Servers (3)

CMDB

Cloud Platform Manager

BSA App Server (3)

BSA File Server

AO Grid (3)

BNA Server

BNA RDA (2)

Database

Morningstar implemented BMC Cloud Lifecycle Management with complete redundancy

BPPM Central

BPPM Leaf

BPPM Integration Server (8)

Atrium Core CLM TrueSight Operations Management

CLM Architecture


Specific KMs for

MS SQL, Remedy and BSA

CLM Log Scraping for

Error Conditions

Total CLM Monitoring

Tx

CLM KMs

Log Monitoring

Generic App Monitoring

Base OS

CLM Service

and

Process Event Detection

Server Event Detection

(CPU, Memory, File system)

Synthetic Transaction Implementation


Cu

sto

miz

ed

M

on

ito

rin

g Sy

ste

m

Base Monitoring BMC Patrol & Operating System Knowledge

Generic Application Monitoring

Windows Service monitoring (up/down)

Log Monitoring All key applications logs parsed for keywords

Application Monitoring

SM SQL Monitoring (MS SQL KM)

Remedy Monitoring (Remedy KM)

BSA Monitoring (BSA KM)

Transaction Monitoring

TMART Synthetic transaction for application functionality

SLO checks for verification of adherence to response and availability requirements


Gen

eri

c A

pp

licat

ion

M

on

ito

rin

g

Blade Network Automation

TFTPServer (TFTPServer.exe)

enatomcat (tomcat7-64.exe)

AO_CDP (BAO CPD.exe)

Mid-TierTOMCAT6 (tomcat6.exe)

<date>.request.log

Blade Server Automation BL Application Server (appsvc.exe)

Atrium Orchestrator

AO_AMREPO (Repository.exe)

AOOCP (BAO OCP.exe)

AO_CDP (BAO CPD.exe)

VC Machinerscd log

bl-vmware log

All RSCD (RSCD.exe & RSCDsvc.exe)


CLM

Co

mp

on

ent

Log

Mo

nit

ori

ng

Platform Monitoring*csm.log

<date>.request.log

EAR Server

ar error log

ar plugin log

ar monitor log

arfilter log

cloud plugin log

BBSA Server*

appserver.log

job_deployment.log

config_deployment.log

VC Machinerscd log

bl-vmware log


Remedy Knowledge Module


Remedy Knowledge Module

Optimized

Optimized for performance through remote monitoring

Dedicated server

Dedicated server for monitoring Remedy

Remedy API

Remedy API can provide statistics (if enabled)

Statistics

(But) Statistics disabled at Morningstar to optimize performance


Blade Server Automation KM


Blade Server Automation Knowledge Module

Optimized for performance through

remote monitoring

Dedicated server for monitoring BSA

BSA API provides statistics


Synthetic Transactions using TM ART


Cloud Lifecycle Management Transactions

Morningstar uses TM ART extensively to exercise their applications and find issues

CLM was no exception and a number of transactions were created to validate CLM was

working and performing optimally


Remedy Transactions


Remedy Transactions

A holistic transaction was created to test the

Remedy cluster

Transaction uses the Virtual Name as its

connection point and logs into Remedy and

views a Form.

On failure this transaction will truly

indicate that Remedy is not available to

Morningstar’s customers

Domain account for authentication, tests the

Remedy to LDAP integration

Transaction is in place in production and has been

fully tested





A transaction was developed to test CLM by logging into MCSC Portal and browsing the Service Catalog

This is also done with a domain user to test the LDAP integration

during the transaction


Valuable Lessons


Valuable Lessons

Working with the Right Partner is Key

Expert knowledge on the tools in-house from day 1

Seasoned implementation know-how

First rate knowledge transfer

Shortened learning curve for the whole team

You don’t have to “figure it out on your own


Q/A


Thank You.

[email protected]@morningstar.com

@tod_paton@clshfan

http://www.advantisms.com

www.linkedin.com/in/tpatonwww.linkedin.com/pub/graham-vanswearingen/2/27b/977

http://www.advantisms.com/advantis-blog/

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Delivering operations management success at Morningstar (a case study)