SOCs and NOCs: Future Command Centers 2001 - SOCs & NOCs.pdf · presentation (Java, XML) Central servers with limited distribution architectures Management processing Expanding to

META GroupMETA Group

SOCs and NOCs:Future Command Centers

SOCs and NOCs:Future Command Centers

Corey FerengulSenior Program DirectorService Management [email protected]

Glenn O’DonnellProgram Director

Service Management Strategiesglenn.o’[email protected]

© 2001 META Group Inc., Stamford, CT-USA, +1 (203) 973-6700, metagroup.com 2

Capitalize on economic, technological, and market changes to enhance efficiency

Capitalize on economic, technological, and market changes to enhance efficiency

The Business Case forCommand Centers of ExcellenceThe Business Case forCommand Centers of Excellence

tMain value of IT operations is business continuity

tIT operations require effective monitoring and incident escalation to quickly resolve incidents

tOperational efficiency maximizes the value of IT operations

tCentral, broadly applied command and control promotes IT efficiency

tMain value of IT operations is business continuity

tIT operations require effective monitoring and incident escalation to quickly resolve incidents

tOperational efficiency maximizes the value of IT operations

tCentral, broadly applied command and control promotes IT efficiency


Critical IssuesCritical Issues

tEstablishing value through solid processes

tAutomating processes with IAM technology

tEvolving the command COE for the future

tEstablishing value through solid processes

tAutomating processes with IAM technology

tEvolving the command COE for the future


Establishing Value ThroughSolid ProcessesEstablishing Value ThroughSolid Processes

tMonitor & escalate8Fault and performance8Components and services

tOptimizing value through iterative efficiency8Continually reassess for

efficiency improvement

tLogistical considerations8Centralized model is best

tMonitor & escalate8Fault and performance8Components and services

tOptimizing value through iterative efficiency8Continually reassess for

efficiency improvement

tLogistical considerations8Centralized model is best

The monitoring process is the central function of the command COE

The monitoring process is the central function of the command COE

Command COE ProcessesCommand COE Processes

Fault/Perf.Fault/Perf.MonitorMonitor

ComponentsComponents ServicesServices

IncidentMgmt.

Normal

Trouble

ChangeMgmt.

Config.Mgmt.

ConfigConfig ..DBDB


Monitor and EscalateMonitor and Escalate

tCollect appropriate metrics8Measure infrastructure

and operational methods

tAvoid management silos8Networks/systems/apps

tExploit the help desk8Enforces escalation and

change mgmt. policies

tTrack problems to measure effectiveness

tCollect appropriate metrics8Measure infrastructure

and operational methods

tAvoid management silos8Networks/systems/apps

tExploit the help desk8Enforces escalation and

change mgmt. policies

tTrack problems to measure effectiveness

Monitoring and other processes continue to evolve b y constant assessment and improvement

Monitoring and other processes continue to evolve b y constant assessment and improvement

Staff per 1,000 eventsStaff per 100 devices

% Level 1 incident resolution% automated resolution

Cost per event handledCost per device monitored

Operational Metric ExamplesOperational Metric Examples

Staff Efficiency

Successful Incident Triage

Cost Metrics


Endless IterationsEndless Iterations

Optimizing Value ThroughIterative EfficiencyOptimizing Value ThroughIterative Efficiency

tContinually reassess for efficiency improvement8Measure progress8Operational metrics drive

quality improvements

tTune processes8Adapt to changes in

business and technology

tApplies kaizen discipline to the command center

tContinually reassess for efficiency improvement8Measure progress8Operational metrics drive

quality improvements

tTune processes8Adapt to changes in

business and technology

tApplies kaizen discipline to the command center

A culture of relentless obsession for improvement should be pervasive within the command COE

A culture of relentless obsession for improvement should be pervasive within the command COE


Logistical ConsiderationsLogistical Considerations

tFault tolerance is essential8Power, security, HVAC8Management systems

tA centralized model is best8All systems and people

are together

tMultiple centers make inefficient use of resources8Staff, systems, facilities

tFault tolerance is essential8Power, security, HVAC8Management systems

tA centralized model is best8All systems and people

are together

tMultiple centers make inefficient use of resources8Staff, systems, facilities

NOCs and SOCs evolve to command COEs through an emphasis on process and reassessment

NOCs and SOCs evolve to command COEs through an emphasis on process and reassessment

Central Global Command COECentral Global Command COE


Business Impact: Rapid identification and resolution of incidents minimize lost revenue from

IT service and infrastructure failures

Business Impact: Rapid identification and resolution of incidents minimize lost revenue from

IT service and infrastructure failures

Establish Value ThroughSolid ProcessesEstablish Value ThroughSolid ProcessestOptimize processes for comprehensive

monitoring of infrastructure components8Capture all components and services

tQuickly escalate incidents to proper responders 8Use a help desk for dispatching and tracking

tConstantly seek to improve efficiency

tUse one command COE, even in global situations8Resource utilization is more efficient

tOptimize processes for comprehensivemonitoring of infrastructure components8Capture all components and services

tQuickly escalate incidents to proper responders 8Use a help desk for dispatching and tracking

tConstantly seek to improve efficiency

tUse one command COE, even in global situations8Resource utilization is more efficient

Bottom Line

Bottom Line


Distributed TechnologyDistributed Technology

Automating Processes WithIAM TechnologyAutomating Processes WithIAM Technology

tAutomation serves process8Build technology around

processes, not vice versa

tCustom integration is necessary8Primary skill set of the

command COE staff

tTechnology trends8Distributed processing

promotes scalability

tAutomation serves process8Build technology around

processes, not vice versa

tCustom integration is necessary8Primary skill set of the

command COE staff

tTechnology trends8Distributed processing

promotes scalability

Automation technology facilitates rapid executionand integration of command COE processes

Automation technology facilitates rapid executionand integration of command COE processes


Automation Serves ProcessAutomation Serves Process

tProcesses built to fit technology will fail8 Inefficient execution 8Bounded by limitations of

the technology choice

tUnderstand the process and seek tools to fit8Automate established

methods8Reduce manual effort8The right tool for the job

tProcesses built to fit technology will fail8 Inefficient execution 8Bounded by limitations of

the technology choice

tUnderstand the process and seek tools to fit8Automate established

methods8Reduce manual effort8The right tool for the job

IAM technology rarely functions properly without significant customization and integration work

IAM technology rarely functions properly without significant customization and integration work

“A Fool With a Tool Is Still a Fool!” — Lindsay Parker, HP

“A Fool With a Tool Is Still a Fool!” — Lindsay Parker, HP

Tacoma Narrows Bridge (1940)(a.k.a. Galloping Gertie)

Good Technology, Poor Process


Custom Integration Is NecessaryCustom Integration Is Necessary

tNo single solution exists8Elusive vendor claims 8Frameworks are a failure

tIntegration standards are maturing8XML message exchanges

now appearing8Popular by 2003

tFocus command center talent on tool integration

tNo single solution exists8Elusive vendor claims 8Frameworks are a failure

tIntegration standards are maturing8XML message exchanges

now appearing8Popular by 2003

tFocus command center talent on tool integration

Object-oriented, standardized integration will be among the most profound IAM trends through 2003

Object-oriented, standardized integration will be among the most profound IAM trends through 2003

Object Relationships in CIMObject Relationships in CIM

•*

•*

•*

•0..1

•*

•*

•0..1

•*

•1

•*

•w

Tool B

Tool C

Tool A


Technology TrendsTechnology Trends

Sophisticated distribution of processing and presentation (Java, XML)

Central servers with limited distribution architectures

Management processing

Expanding to include physical relationships

Based on logical relationships (maybe)Fault correlation

Integral to monitoring and correlation systems

Manual; relied on silo experts for analysis

Configuration integration

Modular point tools with strong integrationMonolithic frameworksPopular tools

Predict failuresPost-failure reactionIncident detection

Management function (clusters)Technology silosDomain groupings

Infrastructure and services (applications)Mainly infrastructureMonitored agents

FutureFuturePastPastTopicTopic


Business Impact: Appropriate technology automates processes for optimum command center efficiency

Business Impact: Appropriate technology automates processes for optimum command center efficiency

Automate Processes WithIAM TechnologyAutomate Processes WithIAM TechnologytSeek automation solutions that fit the

needs of the operational processes 8Avoid the fatal trap of the reverse adaptation8Beware vendor claims

tBe prepared to undergo significant customization 8 IAM tools are not shrink-wrapped software!8Command COE value is proportional to integration

tApplication views, correlation and integration technologies will lead the next trends8Full integration of configuration management lags

tSeek automation solutions that fit theneeds of the operational processes 8Avoid the fatal trap of the reverse adaptation8Beware vendor claims

tBe prepared to undergo significant customization 8 IAM tools are not shrink-wrapped software!8Command COE value is proportional to integration

tApplication views, correlation and integration technologies will lead the next trends8Full integration of configuration management lags

Bottom Line

Bottom Line


NOCs & SOCs Develop Into COENOCs & SOCs Develop Into COE

Evolving the Command COEfor the FutureEvolving the Command COEfor the Future

tAdopt standardized process models8Process Maturity Model

tE-business management8Expanding beyond the

bounds of the enterprise

tTechnological progress8End-to-end service views8Embedded intelligence8 Integration technologies

tAdopt standardized process models8Process Maturity Model

tE-business management8Expanding beyond the

bounds of the enterprise

tTechnological progress8End-to-end service views8Embedded intelligence8 Integration technologies

COE evolution begins with standardized processesCOE evolution begins with standardized processes

1 2 3 4 5

Command Center Maturity

Simple NOC/SOC

Command COE

Effi

cien

cy


Standardized Process ModelsStandardized Process Models

tITIL is gaining momentum as a foundation for IT service management

tMETA Group’s Process Maturity Model is a superset of ITIL

tTransition to these models is a growing best practice

tITIL is gaining momentum as a foundation for IT service management

tMETA Group’s Process Maturity Model is a superset of ITIL

tTransition to these models is a growing best practice

Standard processes are needed for cooperative management among business partners

Standard processes are needed for cooperative management among business partners

META GroupProcess Maturity ModelMETA GroupProcess Maturity Model

Process FlowsProcess Flows

Cross-Process IntegrationCross-Process Integration


E-Business ManagementE-Business Management

tInfrastructure and users outside your control

tPassing information across firewalls8Another case for XML

tA different approach to agent distribution8Services like Mercury

Interactive, Keynote8Applet (Appliant, Porivo)

tInfrastructure and users outside your control

tPassing information across firewalls8Another case for XML

tA different approach to agent distribution8Services like Mercury

Interactive, Keynote8Applet (Appliant, Porivo)

New traffic patterns are emerging to reflectemerging applications, including peer-to-peer

New traffic patterns are emerging to reflectemerging applications, including peer-to-peer

All Parties Must Agreeon StandardsAll Parties Must Agreeon Standards

Poor Definitions

PoorProcess

Standard Definitions and Processes


Technological ProgressTechnological Progress

tEmbedded intelligence:8Localize processing

tBetter integration between:8Processes, tools, and

businesses

tPattern recognition:8Will be the next

correlation breakthrough

tInfrastructure organisms

tEmbedded intelligence:8Localize processing

tBetter integration between:8Processes, tools, and

businesses

tPattern recognition:8Will be the next

correlation breakthrough

tInfrastructure organisms

Technology evolution rounds out thefuture vision of the command COE

Technology evolution rounds out thefuture vision of the command COE

Sophisticated VisualizationSophisticated Visualization


Business Impact: Businesses will capitalize on COE cost savings and automation beyond IAM — dynamic

business management itself will benefit

Business Impact: Businesses will capitalize on COE cost savings and automation beyond IAM — dynamic

business management itself will benefit

Evolve the Command COEfor the FutureEvolve the Command COEfor the FuturetStandardization around process models

based on ITIL is driving operations excellence8META Group Process Maturity Model

tCross-enterprise e-business patterns demand new monitoring processes and technologies8Command and control will overflow into full

business management automation (2002/03)

tTechnology breakthroughs will enable extreme automation, including current manual response8Ultradynamic systems develop organic

characteristics within the infrastructure (2003/04)

tStandardization around process modelsbased on ITIL is driving operations excellence8META Group Process Maturity Model

tCross-enterprise e-business patterns demand new monitoring processes and technologies8Command and control will overflow into full

business management automation (2002/03)

tTechnology breakthroughs will enable extreme automation, including current manual response8Ultradynamic systems develop organic

characteristics within the infrastructure (2003/04)

Bottom Line

Bottom Line


TransformationSteps

TransformationSteps

SOCs and NOCS:Future Command CentersSOCs and NOCS:Future Command Centers

tBuild the command COE around strong processes 8Encompass all infrastructure and services8 Implement a review process and take action

tApply automation technology to the processes8Use commercial software (COTS) with

in-house customization and integration

tExploit evolving process models and automation technology

tLeverage command COE benefits for other business functions

tBuild the command COE around strong processes 8Encompass all infrastructure and services8 Implement a review process and take action

tApply automation technology to the processes8Use commercial software (COTS) with

in-house customization and integration

tExploit evolving process models and automation technology

tLeverage command COE benefits for other business functions


Upcoming Events and ResourcesUpcoming Events and Resources

tOperations Excellence Workshop8 Infusion Workshop — June 26-28, 2001, Fairfax, VA

tOperations Excellence Teleconferences8Update Teleconference — May 24, 20018EBT Special Event Teleconference — June 12, 20018How-To Teleconference — August 23, 2001

tDirect META Group Analyst or Consultant Interaction8Teleconferences8Half-Day, On-Site Briefings

tOperations Excellence Workshop8 Infusion Workshop — June 26-28, 2001, Fairfax, VA

tOperations Excellence Teleconferences8Update Teleconference — May 24, 20018EBT Special Event Teleconference — June 12, 20018How-To Teleconference — August 23, 2001

tDirect META Group Analyst or Consultant Interaction8Teleconferences8Half-Day, On-Site Briefings

Documents

SOCs and NOCs: Future Command Centers 2001 - SOCs & NOCs.pdf · presentation (Java, XML) Central servers with limited distribution architectures Management processing Expanding to