Availability and Capacity Management Maturity Model

I T S M C o n s u l t I n g

Satyam Computer ServIces Ltd.India

www.satyam.com

November 2008

Prepared for: itsmf,UK

Implementing IT Availability and Capacity ManagementA Maturity based approach

Reproduction by any method or circulation is prohibited without prior approval from Satyam.

1

Presentation Objective

Explain an approach to implement IT Availability and Capacity Management

Discuss challenges in implementing availability and capacity management

Describe learnings

Discuss an proposed implementation approach

Contents

Objectives

2

IT Availability and Capacity Management Challenges

6

Overall Approach

13

Typical Implementation waves

15

Summary

22

Maturity Model for availability and capacity


3

USD 2.6 B for 2008-09

Market Capital over USD 8 B

More than 51,600 Employees

Leading Provider of Offshore IT/ITES

services

End to End Service Capability

Serving in 65 Countries

31 Global delivery centers

SEI-CMMI Level 5,ISO 20000,IS)

27000

654 Customers

185 are Fortune Global 500

Infrastructure Management Services 3%

Consulting & Enterprise Business Solutions 42%

Extended Engineering Solutions 7%

Application Development &

Maintenance48%

Banking, Financial Services & Insurance27%

Manufacturing 29%

Telecom & Electronics21%

Healthcare & Pharma 8%

Retail, Transportation & Logistics, Others10%

ROW17%

North America62%

Energy & Utilities 5%

Europe21%

Our Context :Satyam Computer Services Ltd.


4

Cost Quality

ValueSpeed

Reduced IT operational costs

Effective IT operations spend management

Redirect funds for new development

Improved customer & user Satisfaction

Better IT performance

Reliable IT

Faster IT service delivery

Faster response and issue resolution

Accelerated change execution

Integrating IT priorities with business goals

Increased business flexibility & agility

Competitive advantage

Speed of Response

Sp

eed

of

Exe

cuti

on

Speed of

changesSpeed of Response

Sp

eed

of

Exe

cuti

on

Speed of

changes

Sustained higher value

Current s

tate

Ineffective processes and practices

Service Oriented

Business Oriented

Lower Value

Value creation

Reactive Proactive Predictive

Transform IT

Sustained higher value

Current s

tate

Ineffective processes and practices

Service Oriented

Business Oriented

Lower Value

Value creation

Reactive Proactive Predictive

Transform IT

NewDevelopment

InfrastructureCurrent portfolio

NewDevelopment

InfrastructureCurrentportfolio

COST

NewDevelopment


NewDevelopment


NewDevelopment


NewDevelopment


COST

Capabilities

Processes and Systems

Culture

Organization Structure

Technology

Information

Capabilities

Processes and Systems

Culture

Organization Structure

Technology

Information

Our Context: Satyam’s ITSM CoE


5

Typical Elements of Availability Management Process

Reliability + & Redundancy

Resilience(Fault Detection & Auto recovery)

Design for IT Availability (Av)

Manual Recovery

Monitoring + Maintainability / Serviceability

Manage for IT Availability

Business Availability Requirements

IT Support

IT Infrastructure

Users / Customers

Bu

sin

ess

Availa

bilit

y

Man

ag

em

en

t

AvailabilityPlan

AvailabilityDB

Serv

ice

Availa

bilit

y

Man

ag

em

en

t

Resou

rce

Availa

bility

M

an

ag

em

en

t

Iden

tificatio

n o

f Availa

bility

/ S

erv

iceab

ility G

ap

s a

nd

rem

ed

ial

op

tion

s,

Availa

bility

Mon

itorin

g, D

ata

Colle

ctio

n

an

d S

tora

ge, A

naly

sis

, Tren

din

g…


6

Implementing Availability / Capacity Management together…

Business System Usage

Application Workload

Resource Usage

Resource Availability

System Events

Business Capacity

Service Capacity

Resource Capacity

Service / Resource Availability

Business Availability

• Management information tools typically leveraged to for both processes

• Availability plan needs closer coordination with the capacity planning.

• Capacity Management prepares ground for effective Availability Management

• Some solutions that cannot be cost-justified for one plan may be justified in combination with the other.


7

Need/Benefits of IT Availability and Capacity Management

To meet growing business dependence on IT

To manage increasing complexity of IT

To deliver business demand for IT

Better forecasts for

future requirements

Fewer service disruptions

Fit for purpose service provision

within budget

ProactiveBusiness Availability

and Capacity provision

Efficient use of resources

Needs

Benefits

The chain is as strong as its weakest link


8

Issues in implementing availability /capacity processes

User reaction : Are these (availability and capacity) processes?

Where to start and end?

How much is enough?

Planning

Monitoring


9

IT Availability and Capacity Management implementation –Challenges

Service Resource

Analyse Report

ForecastPlan

Business

Managing Organization Change from

reactive to proactive practices

unclear boundaries between

Business, Service, Resource Layers

Combination of strategic planning,

tactical control, and operational monitoring and tuning

activities

Tools adaptation and configuration for organization specific

environment


10

What we learnt? :Integrated (IT Availability and Capacity Management) approach?

External Clients / Internal Line of Business

Serves

Internal / External Service ProviderOrganizations / Roles

Usedin

Deliver

@ SLA

Provide

@ OLA / Underpinning Contracts

Availability / Capacity

Management

Business, Service and Resource Layers in Service Delivery


11

Integrated IT Availability and Capacity Management approach – Common Components

Business

Service Resource

Monitor

Analyse Report

Tune

ForecastPlan


12

Satyam’s integrated IT Availability and Capacity Management approach –Maturity Model and Implementation Waves

resource service business

Tune 1 3 5

Monitor 2 3 4

Report 2 3 4

Analyze 2 4 4

Forecast 3 4 5

Plan 3 4 5


13

Satyam’s integrated IT Availability and Capacity Management approach – Transition Implementation

Current Business System / Service

Availability / Capacity Maturity Assessment

Issues, Risks, Opportunities

for improvement

IT Availability / Capacity Management Assessment

Availability / Capacity integrated implementation

Plan

Availability / Capacity integrated implementation

Waves Plan

Wave

Imp

lemen

tation

As-Is State Assessment

Implementation Plan

Transition Waves Design

Wave 2

Tools

People

Process

People / Process / Tools

Wave 3

Tools

People

Process


Wave 4

Tools

People

Process


Wave 5

Tools

People

Process



14

An integrated IT Availability and Capacity Management approach

Phase 1

Phase 2

Phase 3

Phase 4

Top Down Approach

• Phased Approach• Integrate People, Process

and Tools Distinct handling of Business, Service and Resource activities

• Multiple Projects within phases to manage execution

Tools

People

Process


Tools

People

Process


Tools

People

Process


Tools

People

Process


Bottom Up Approach

?


15

Integrated IT Availability and Capacity Management approach –Maturity Model and Implementation Waves


Tune 1 3 5

Monitor 2 3 4

Report 2 3 4

Analyse 2 4 4

Forecast 3 4 5

Plan 3 4 5

Tune used in a broader sense


16

Satyam’s integrated IT Availability and Capacity Management approach – Implementation Wave 2

Key Tasks

Event Filtering and Correlation Patterns

Resource Monitoring

Frame Relay DTEDLCI Status Change

Link Down

C

C

NetView NetViewNode Down

C CNetView NetViewNode Up

Link Up

Shutdown NotificationS

S

SS S

Event Filtering

IncidentManagement

Goal - Resource Monitoring, Reporting and Analysis

• Definition of significant resource and event criteria

• Setup of resource monitoring agents• Identification of event correlation

patterns to isolate root cause conditions

• Setup routing of events to Incident/Problem Management

Deliverables

• Configuration of resource and event filtering based on significant resource and event criteria

• Configuration of resource event correlation

• Design of exception reports / notifications for monitored resources

Transition Waves Design – Wave 2


17

Integrated IT Availability and Capacity Management approach –Maturity Model and Implementation Waves


Tune 1 3 5

Monitor 2 3 4

Report 2 3 4

Analyse 2 4 4

Forecast 3 4 5

Plan 3 4 5


18


Key Tasks

Goal - Service Monitoring, Reporting and Tuning, Resource Planning and Forecasting

Deliverables

• Development of formats for trend reports and forecast model tools for resource capacity, availability planning and forecasting

• Service definitions and service dependency stack

• Configuration of service performance and health status reports / notifications

• Prioritization scheme and predefined assignments aligned to business requirements

• Design reports and models to analyze emerging patterns and forecasts of resource capacity and availability

• Identification of services and the supporting resources

• Setup status monitoring to link underpinning resources and services

• Identification of prioritization scheme based on business impact assessment

Resource Capacity,

Availability Plans

Capacity / Availability DB

printer CPU's Mb's CPU's Mb's Backbone LAN output(pages)

Oct-05 24000 1200 63680 37140 50140 15445 50420Oct-06 28800 1440 65854 39594 56120 16334 54904Oct-07 35200 1760 71388 43298 64340 17793 60308

Current capacity 50000 3000 65000 40000 140000 20000 48000

Threshold -Installed Capacity 40000 2400 52000 32000 70000 10000 48000

Comparison of resource peak hour vis-à-vis for previous month 16000 1200 -11680 -5140 19860 -5445 -2420

Tandem IBM COM

Resource Availability /

Capacity Forecasting

ServiceService

HardwareHardware

SoftwareSoftware

NetworkNetwork

MiddlewareMiddleware

Suite 1Suite 1

Suite 2Suite 2

Program 1- 1Program 1- 1



Module 1- 2- 1Module 1- 2- 1

Module 1- 2- 2Module 1- 2- 2

Resource Monitoring

Service / Component Availability /

Capacity Reports

Reporting and Tuning feedback loop



19



Tune 1 3 5

Monitor 2 3 4

Report 2 3 4

Analyse 2 4 4

Forecast 3 4 5

Plan 3 4 5


20

Integrated IT Availability and Capacity Management approach – Implementation Wave 4

Key Tasks

Goal – Service Analysis, Forecasting and Planning, Business Monitoring, Reporting and Analysis

Deliverables

Service Capacity,

Availability Plans



Oct-05 24000 1200 63680 37140 50140 15445 50420Oct-06 28800 1440 65854 39594 56120 16334 54904Oct-07 35200 1760 71388 43298 64340 17793 60308




Tandem IBM COM

Service Availability / Capacity

Forecasting

Business system usage

• Analysis of relationship between business volume and resulting service capacity / availability utilization

• Identification of data inputs for service and underpinning component performance and availability review

• Analysis of various factors affecting overall service performance

• Analysis of emerging patterns of service capacity, availability utilization and performance

• Identification of service capacity / availability models for forecasting

• Design of business system usage and transaction reports

• Design of service capacity, availability utilization and performance trend reports

• Development of service capacity, availability forecast models and plans

Business Availability /

Capacity Trends



21



Tune 1 3 5

Monitor 2 3 4

Report 2 3 4

Analyse 2 4 4

Forecast 3 4 5

Plan 3 4 5


22


Key Tasks

Goal – Business Requirements Forecasting, Tuning and Planning

Deliverables Business Capacity,

Availability Plans



Oct-05 24000 1200 63680 37140 50140 15445 50420Oct-06 28800 1440 65854 39594 56120 16334 54904Oct-07 35200 1760 71388 43298 64340 17793 60308




Tandem IBM COM

Business Availability /

Capacity Forecasting

Capacity / Availability Supply

and costs

Capacity / Availability

Demand

Demand Management (Business Requirements Tuning)

Changes to the Yell service

0

10

20

30

40

50

60

70

80

90

100

Apr-02 May-02 Jun-02 Jul-02 Aug-02 Sep-02 Oct-02 Nov-02 Dec-02 Jan-03 Feb-03 Mar-03 Apr-03 May-03 Jun-03 Jul-03 Aug-03 Sep-03 Oct-03 Nov-03

Date

Tim

e

Changes raised Changes implemented Planned changes Urgent Changes Late Changes failed changes

Business Growth, Projects, expected spike events related inputs

• Identification of business capacity / availability drivers

• Analysis of relationship between business capacity / availability demand and business system usage

• Identification of notable projects, business changes which may result in business system usage pattern changes

• Handling availability / capacity demand management based on supply / costs versus business need

• Design of Trend reports • Forecast models to analyse

relationship between business capacity / availability drivers and resulting business system usage

• Details of Business growth, projects, known events expected to cause business usage spike

• Tuning through demand management



23

Availability / Capacity Management – In Run Mode


Tune 1 3 5 Demand Management

Monitor 2 3 4

Report 2 3 4

Analyse 2 4 4

Forecast 3 4 5

Plan 3 4 5O

per

atio

nal

A

ctiv

itie

s Planning Activities


24

Summary

Satyam’s integrated IT Capacity and Availability Management Services approach

Provides a wave based approach adaptable to suite organisation’s requirements

Adopts a multi track approach to initiate and handle the planning, control and operational activities

Identifies boundaries between Business, Service, Resource Layers

Helps deploy processes for fit for purpose design and provision of services within available resources

businessserviceresource businessserviceresource

531Tune 531Tune

432Report

432Monitor

432Report

432Monitor

543Plan

543Forecast

442Analyze

543Plan

543Forecast

442Analyze


25

Questions?


26

Thank You

.

For additional Information ContactPresenter UK Contact

Habeeb Mahaboob Soumik Mitra

[email protected]

India +91 9849675236

India +91 40 40224803

[email protected]

UK +44 792 027 3335

Satyam Computer Services Ltd.

Infocity,4th Floor

Hyderabad, India 500 081

Satyam Computer Services Ltd.

One Canada Square

Canary Wharf, London - E14 5AA

mailto:[email protected]

mailto:[email protected]

Education

Availability and Capacity Management Maturity Model