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#zendd1
Sept 12, 2013
Can You Trust Your IT Monitoring Solutions?
Transforming IT Operations
John Rakowski Analyst, Forrester
Deepak KanwarMarketing Strategist, Zenoss
2
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© 2013 All rights reserved.
© 2013 Forrester Research, Inc. Reproduction Prohibited 5
Agenda
›Can We Trust Our Monitoring Solutions?
›Complexity And Monitoring
›A Holistic And Unified Approach To Business Technology Monitoring
The ‘Proactive’ Monitoring of Technology Based Services Is Essential To Business Success
MONITORINGPROMISES
- Detection Of Issues/Problems before end-users
- Detect The Root Cause Of The Issue To Prevent It Happening Again
© 2013 Forrester Research, Inc. Reproduction Prohibited 7
So How Are We Doing?
Source: A commissioned study conducted by Forrester Consulting on behalf of Zenoss, August 2013
Detection Of Issues Before The End-User
Over a ¼!
Base: 157 North American IT decision makers
© 2013 Forrester Research, Inc. Reproduction Prohibited 8
So How Are We Doing?
Source: A commissioned study conducted by Forrester Consulting on behalf of Zenoss, August 2013
Root Cause Analysis
Nearly 1/3! Base: 157 North American IT decision makers
So How Are We Doing? Poll
When there is a performance or availability alert in relation to an IT service/application, on average how many error events are generated by your organizations monitoring tools?
› Under 5
› 5 to 20
› 21-100
› 101 – 500
› Over 500
› Don’t know
Are We Getting Swamped By Monitoring Tool Alerts?
© 2013 Forrester Research, Inc. Reproduction Prohibited 11
Agenda
›Can We Trust Our Monitoring Solutions
›Complexity And Monitoring
›A Holistic And Unified Approach To Business Technology Monitoring
© 2013 Forrester Research, Inc. Reproduction Prohibited 12
In Order Improve Our Monitoring Approach,
We Need To Understand…
Complexity
Complexity
The Future Brings Complexity
2013-202020122011201020092008
Process
People
Strategy
Real Complexity
ManualAbility
Theoretical
Technology
© 2013 Forrester Research, Inc. Reproduction Prohibited 14
Systems Of Engagement StrategyTechnology Fuels The Business
1
© 2013 Forrester Research, Inc. Reproduction Prohibited 15
Systems Of Engagement Can Amplify Monitoring Deficiencies
…Further Impacting The Reputation Of Enterprise IT!
1
© 2013 Forrester Research, Inc. Reproduction Prohibited 16
Distributed Technology Environments
Source: A commissioned study conducted by Forrester Consulting on behalf of Zenoss, August 2013
Distributed And Increasingly Complex
2
“What best describes your IT environment?”
A mix of mainframe and distributed systems
Mostly distributed, on premise with a mix of operating systems
Mostly distributed operating systems with private cloud
Mostly distributed operating systems with public cloud
Mostly distributed a mix of operating systems with hybrid (public and private) cloud
36%
24%
22%
3%
17%
Base: 157 North American IT decision makers
© 2013 Forrester Research, Inc. Reproduction Prohibited 17
Hybrid Environments Can Amplify Monitoring Deficiencies
Source: May 2013, “The Hybrid² Integration Challenge”
How Do You Ensure That Your Cloud
Provider Is Monitoring Your
Services?
2
© 2013 Forrester Research, Inc. Reproduction Prohibited 18
The Affects Of Distributed Environments
Storage, Networks, Server
Oracle, SQL, Hadoop, NoSQL
CRM, HR, BPMS, BRMS
Service Desk, Problem Mgmt
Infrastructure
Data
Applications
Support
Storage ManagerNetwork Manager
Database Admin,Network Manager
Developers,ApplicationManager
Service DeskManagerSDM, ProblemManager
Cloud
BI
Mobile
BYOD
IT Service Assurance?
Agility?
Risk?
ROI?
Business
Benefit?
2
© 2013 Forrester Research, Inc. Reproduction Prohibited 19
Source: A commissioned study conducted by Forrester Consulting on behalf of Zenoss, August 2013
“How many different technology monitoring tools/solutions are in use at your organization today?”
1
2-4
5-9
10-14
15-19
20-29
30-49
50+
Don't know
4%
26%
30%
14%
4%
4%
3%
7%
8%
Base: 157 North American IT decision makers
2 Leads To An Increasing # Of Monitoring Solutions
© 2013 Forrester Research, Inc. Reproduction Prohibited 20
New Enterprise IT Operating ModelsRequire Customer-Centric Processes
Source: July, 25 2013 ‘Prepare Your Infrastructure And Operations For 2020 With Tools And Technologies’
3
ServiceCatalog
Monitorin
g Is The Foundatio
n To These
Proce
sses
So Which IT Processes Do You Utilize? PollIn which IT processes do you utilize monitoring solutions today?
› Incident Management
› DevOps
› Capacity Planning
› Demand Analysis
› Service Catalog
› None of the above
› Don’t know
© 2013 Forrester Research, Inc. Reproduction Prohibited 22
Unfortunately Monitoring Is Only Used In Incident Management Processes Today…
To Manage Complexity Requires A Monitoring Strategy
That Provides The Following Benefits:
Source: A commissioned study conducted by Forrester Consulting on behalf of Zenoss, August 2013
Base: 157 North American IT decision makers
Our Monitoring Tools Don’t Do A Good Job Here!
3
© 2013 Forrester Research, Inc. Reproduction Prohibited 23
Today Monitoring Tools Don’t Improve Incident Management Processes
MTTI MTTK MTTF MTTV
MTTR
“During the last, memorable major performance or availability alert, how long did it take to identify the root cause of the problem?”
Up to 2 hours for MTTK.
Root Cause Analysis
Features Are Missing!
What’s The
Impact To The
Business?
Source: A commissioned study conducted by Forrester Consulting on behalf of Zenoss, August 2013
Base: 157 North American IT decision makers
3
© 2013 Forrester Research, Inc. Reproduction Prohibited 24
We Also Need To Talk About “DevOps”
Technology Can Help Us Become More
Competitive!
Develop Quickly!
AGILE Methodologies
Required. Test in Production
Get It Over To Ops.
We Need To Maintain Control & Stability Like ITIL
SaysCAB,
Approval Boards
?#!Argggh!
This Is Not The Wild West Of IT ?
#! Argggh!
Monitoring Is Essential To Governing DevOps Approaches
3
© 2013 Forrester Research, Inc. Reproduction Prohibited 25
Today Monitoring Is Not Helping Solve DevOps Challenges
“What would you say are the three main causes of technology performance or availability issues in your environment today?”
Unplanned IT capacity or demand requirements
Inadequately tested changes in pre-production/test environments
Configuration changes /drift in applications
Aging or poorly maintained technology infrastructure
Inadequately planned changes
Lack of investment in proactive support
Lack of strategy in regards to monitoring/management tool selection
Have too many tools in the environment/ silo based monitoring
Poor relationships with technology partners and suppliers (inc. outsourced service providers)
56%
42%
35%
35%
33%
19%
13%
13%
10%
Source: A commissioned study conducted by Forrester Consulting on behalf of Zenoss, August 2013
Base: 157 North American IT decision makers
DevOps Is A Catalyst For These
Issues
3
© 2013 Forrester Research, Inc. Reproduction Prohibited 26
IT Organizations Will Become Customer Centric And Streamlined
Source: February 2013 “New Organizational Models Of IT Balance Efficiency With Responsiveness”
The Right ‘Organization Fit’ Depends on The Business Value
Enterprise IT Will Provide
Core Requirements:• Automation• Agility• Consultative
Monitoring Is A Foundation In New Enterprise IT Organizations
4
© 2013 Forrester Research, Inc. Reproduction Prohibited 27
Monitoring Today Relies Too Heavily On People For The Wrong Reasons
When a major performance or availability alert arises, which statement most closely resembles the resolution process in your organization?
Alert is manually escalated to the relevant team/Subject Matter Expert based on the knowledge of an engineer/help desk operative
Alert is detected by a monitoring tool; overall service impact largely deduced via human knowledge, alert manually escalated to the relevant team/Subject Matter Expert
Alert is detected by a monitoring tool; overall service impact largely deduced via human knowledge, alert automatically escalated to the relevant team/Subject Matter Expert
Alert is detected by a monitoring tool; overall service impact clearly displayed in a centralized event console, alert manually escalated to the relevant team/Subject Matter Expert
Alert is detected by a monitoring tool; overall service impact clearly displayed in a centralized event console, alert automatically escalated to the relevant team/Subject Matter Expert
We do not experience major performance or availability alerts
The resolution process varies for each major performance or availability alert
21%
27%
24%
11%
6%
1%
10%
To Further Compound This
Issue, 63% Reported That They Use Over 4 FTEs During Last Problem!
Source: A commissioned study conducted by Forrester Consulting on behalf of Zenoss, August 2013
Base: 156 North American IT decision makers
4
This Leads To The ‘ATKHAATKM’ Approach To Support
• Support Today Suffers From:
• ‘All The Kings Horses And All The Kings Men’
• This Approach Breeds The Wrong Type of ‘IT Hero’
• Enterprise IT Support Value Is Really Only Seen When a Major Incident Occurs…
This Is Not The Approach Required To Deal With Rising
Complexity
© 2013 Forrester Research, Inc. Reproduction Prohibited 29
Agenda
›Can We Trust Our Monitoring Solutions
›Complexity And Monitoring
›A Holistic And Unified Approach To Business Technology Monitoring
© 2013 Forrester Research, Inc. Reproduction Prohibited 30
To Trust That Our Monitoring Can Deal With Rising Complexity We Need To Move a Holistic And Unified Approach
© 2013 Forrester Research, Inc. Reproduction Prohibited 31
A Blueprint For A Holistic And Unified Approach To Monitoring
2. Define IT Services Need
To Be Monitored From A Business
Perspective
3. Assemble A Customer
Centric Monitoring Portfolio
4. Market The Benefits Of Monitoring
1. Centralize Your Support
Operation
These Steps Are Not A ‘One Time’
Activity
© 2013 Forrester Research, Inc. Reproduction Prohibited 32
Centralize your Support Operation This will be your hardest challenge!
You need to consolidate
the people to optimize skills!
1
© 2013 Forrester Research, Inc. Reproduction Prohibited 33
Consolidate Into An Operations Center Approach
March 2013 “Evolve Your Operations Center For True Service Management”
1
Triage, IT Service
knowledge
Monitoring And
Automation
Service Desk
© 2013 Forrester Research, Inc. Reproduction Prohibited 34
Define IT Services To Be Monitored
› Engage your customers
• Who are they?
• What applications/IT services do theyuse?
• How do they define application availability and performance?
• How can you work with application developers/ownersto ensure ‘healthy’ applications?
› Proactive Monitoring Depends On Your Customers Perception of IT Service Availability And Performance
Never, ever stop the dialogue!
2
A Unified Monitoring Solution Approach Is Essential
Unified monitoring solution – servers, storage, networking etc.
Easy setup and monitoring configuration
Agentless monitoring
Software As A Service (SaaS) option
Compelling solution roadmap relevant to your challenges
Open source solution
Time based (14 day to 3 month) trial version with full functionality
Strong customer community
Documented customer adoption case studies
Subscription license
Freemium version available with limited functionality
Industry awards
23%
6%
8%
13%
6%
11%
8%
8%
9%
4%
3%
1%
16%
13%
15%
8%
12%
9%
11%
4%
5%
3%
3%
9%
17%
13%
13%
12%
6%
6%
10%
4%
10%
1%
Ranked 1 Ranked 2 Ranked 3
“If you were looking to select a monitoring solution in the future, what factors would influence your decision to purchase?”
3
Source: A commissioned study conducted by Forrester Consulting on behalf of Zenoss, August 2013
Base: 157 North American IT decision makers
© 2013 Forrester Research, Inc. Reproduction Prohibited 37
Focus On Customer Centric Monitoring
Application Transaction
Mapping
The Aim Is To Ensure an End to End Unified Monitoring Approach
Photo Order
End User Experience
Business Dashboards
ITSM Integration
Application
Database
Workload
Unified Console
Automation
3
© 2013 Forrester Research, Inc. Reproduction Prohibited 38
Understand Systems Of Engagement Monitoring Requirements
“Please select the top four capabilities that you would like from future monitoring solutions”
Awareness of issues/problems before end-users experience them
Quick root/probability cause analysis
Live dashboards that clearly summarize current service/application availability
Simple configuration of new monitors/rules/thresholds
End-to-end application and/or service monitoring
Automated response (actions, scripts etc) to issues or events
Accurate reporting on past IT performance and availability
Capacity and demand analysis
Scenario or “what-if” analysis
Communicating the value of Enterprise IT
27%
11%
10%
9%
18%
6%
8%
6%
3%
2%
15%
18%
18%
13%
6%
9%
8%
6%
3%
4%
13%
16%
15%
11%
8%
13%
9%
7%
7%
1%
Ranked 1 Ranked 2 Ranked 3
Source: A commissioned study conducted by Forrester Consulting on behalf of Zenoss, August 2013
Base: 157 North American IT decision makers
Todays Requirements
Systems Of Engagement
3
Market The Benefits of Monitoring
• Promote The Value Of Monitoring Solutions
• Create Business Centric Dashboards That Show The Business Importance Of It Services:
• Revenue Related Dashboards
• Customer BehaviourDashboards
4
Recommendations
Audit The Monitoring Solutions In Your Environment
Do They Cover End-To-End, Customer Centric Monitoring?
Begin To Identify IT Strategic Programs That You Can Leverage For Monitoring Investment
Start To Build The Business Case For Support Centralization
42
ZenossTransforming IT Operations
Cool Vendor inIT Operations 2010
Best Monitoring Toolfor the Cloud
• Category• Open Source & Commercial Offerings• Large Active Community: 105K Members
• Fastest Growing Enterprise Management Software Company• 2010, 2011,2012 Inc 500• 2011 #22 2012 #55 on Deloitte Fast 500• Growth across key segments: Enterprise, Web, Federal, SMB,
Service Provider
• Most Widely Adopted Cloud Management Console• Largest install-base of any cloud-capable management product
in the market• Unifies physical, virtual & cloud monitoring• Enables public, private and hybrid cloud scenarios
• Strong Business & Team• Rapid growth with new customer acquisition and retention• Annapolis, MD & Austin, TX & San Jose, CA
© 2013 All rights reserved.
43
Zenoss Service DynamicsDriving Efficiency and Lowering MTTR
Resource Manager
Impact Analytics
ZenPacks•Bring extensibility to Zenoss platform
•Add capability without rip & replace
Resource Manager• Unified full-stack monitoring• Topology modeling and
visualization• Large scale event
processing• Multi-instance event
aggregation
Impact• Real time service
dependency mapping and impact analysis
• Automated root cause analysis
Analytics• Service Level Reporting
from a Single Dashboard. • Trends & Patterns to help
Root Cause Analysis• Input for Capacity planning
& infrastructure optimization
ZenPacks
44 © 2013 All rights reserved.
Holistic view to help meet SLAs
Delivers fault and performance analytics for application services as well as infrastructure components
We needed to know whether machines went down and why, and needed to be able to fix those issues immediately. With an easy to use interface, Zenoss proactive alerts allowed us to spot and fix issues in minutes" David Naley, Systems Administrator, KeyMark
45 © 2013 All rights reserved.
Get a Head Start on your Problem Resolution
"We see problems or alerts much sooner on subsets of web cluster or staging nodes that we are able to catch before they actually make it to production." Scott McCool, Web Hosting Manager Nature.com
• Identify possible causes for service disruption
• Communicate the source of the problem
• Provide a head-start on service restoration
46
Real Insight into your Environment
© 2013 All rights reserved.
• Real Service Level Views• Customizable Reports to meet your business needs• Patterns and trends for Capacity Planning & Infrastructure Optimization
47
Summary
© 2013 All rights reserved.
• Zenoss Service Dynamics
• Unified solution that reduces complexity in modern datacenters
• Provides Service Level context to your monitoring
• Generates actionable alerts that can shorten MTTK and MTTR
• Provides detailed analysis of your IT Ops today and identifies trends for vital input in your capacity planning and infrastructure optimization
"It is all about minimizing performance degradation and downtime, and Zenoss does a great job of that. The solution works exactly the way we need it to work." Marty Meyers, Global Network Operations Manager, Rackspace
48
Q&A
For more information:
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