©2011Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice ©2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

HP Business Service Management 9.1 Latin America briefing

Aruna Ravichandran

Director, Product Marketing, BSM and CMS

Top trends for 2012

REDUCE COSTS

CLOUD ADOPTION

MOBILE COMPUTING

STANDARDIZATION

ANALYTICS

Virtualization, Cloud and Mobility are increasing IT Service complexity

IT Apps/Services are evolving

Physical IT Service

Hybrid/Cloud/Mobile Service

IT &

Busi

ness

Valu

e

2006 2010 2012

Virtual

Cloud, SaaS, Outsourced

Virtualized IT Service

Virtual

Time

Complexity

Change volume, velocity

Complexity

Change volume, velocity, variety

Managed but not owned

Custom Apps

Custom Apps

Custom Apps

Run-time Service Model Comprehensive, automated and up-to-date

model for dynamic services

Achieve operational excellence….in a dynamic world

HP Business Service Management

Universal event

correlation

&

Service

Intelligence

• Server • Network • Virtualization • 3rd party monitoring tools

Proactive – Identify issues using global synthetic transactions before your customers

find them

Real Time – Capture each real user experience, transactions and behavior from

every location

Depth – Drill down deep into transactions across the entire system, from end-user to the

mainframe

Track– Know where every transaction is at every second of every day

360°view of application health

HP Application Performance Management

Mobile

Broad coverage of applications: SAP, Citrix, SharePoint, Java, .NET, Mobile applications,

web 2.0, other protocols

Private & public cloud

Available on-premise or SaaS

End users

Proactive

Depth Real time

Linking physical, virtual and hybrid cloud environments

HP Systems Management

Consolidated Monitoring • Flexibility via both HP agents and HP SiteScope (agentless) • Microsoft SCOM and Nagios events and topology via

integration adaptors • Other 3rd party events

Heterogeneous Monitoring • Any physical platform (Linux, Windows, Unix) • Market-leading virtualization platforms (VMware ESX,

Microsoft Hyper-V, Citrix Xen, Solaris Zones) • Packaged applications using Smart Plug-Ins

Automatic root cause analysis • Topology-based Event Correlation (TBEC) • Auto-baselining • Dynamic thresholding

Consolidate

Heterogeneous Automatic RCA

Redefining your Network Management Practice

HP Network Management

Automate Root Cause Analysis, compliance, diagnostics & remediation.

NETWORK MANAGEMENT CENTER

Manage cloud, virtualization & advanced network services.

Quickly and easily train, deploy, integrate & operate.

Efficiently monitor from a common console using unified network data.

Securely manage more customers, departments or sites at lower cost.

Public Clouds Private Clouds Enterprise Network

Network Operation Center

Fault Availability Performance Change Configuration Compliance Diagnostics

Advanced Network Services Trending Reporting

Automated

Efficient Secure

Comprehensive, automated, and up-to-date model for dynamic services

Run-time Service Model

Run-time Service Model

HP CMS

3rd party CMDB

Integrated/Federated

Focus on configuration management

CMDB

Authorized State

Business service design & modeling

Federation to HP products

3rd party integration

Master of discovery & configuration

Focus on operations

BSM

Actual State

End user/real user info & status

Application/software info & status

Infrastructure info & status

Business service info & status

Run-time Service Model and the CMDB

Synchronization

Federation

9

Identify, Prioritize, Analyze, Resolve events and incidents faster

Run-time Service Model

Hypervisor

VM

Exchange app

Active directory

VM VM

APPLICATIONS

PHYSICAL HOST (server)

VIRTUAL INFRASTRUCTURE

USER EXPERIENCE

RESOURCES( network, storage)

Host

Prioritized Issue

Disk

Web server

Impacted users

SIM

Automate with universal event correlation

Microsoft SCOM

3rd Party Domain Mgrs NAGIOS

SCOM & Nagios

Integration Adapter

Open

Integration Adapter Interfaces

HP

Integration Adapters

OM/PM

NNMi

SiteScope

Run-time Service Model

BSM Platform OMi

HP Service Manager

BMC Remedy

Automatically related to a complete model of the IT infrastructure

Complete cross-domain visibility of IT infrastructure issues

ArcSight Logger

Linking the NOC and the SOC

APM

HP Service Intelligence

Service Level Management (SLM)

Align IT to business and gauge total health

4 Service Health Analyzer (SHA)

Anticipate issues before they occur

1

Analytics that converts data into actionable knowledge

Service Health Optimizer (SHO)

Optimize your IT engine

2 Service Health Reporter (SHR)

Understand issues from a services view

3

Analyze the past. Optimize the present. Anticipate the future. Build upon the Run-time Service Model

The Value You Get from SHA…

“Run-time” Predictive Analytics

Service Health Analyzer

• Correlate real-time metric abnormalities with topology • Built upon the Run-time Service Model

• Automatically capture real thresholds • Uses historical performance data to build dynamic thresholds

• Take action before service impaired • Identifies abnormal behavior and sends out an alert

• Zero Configuration. Zero maintenance. • “Up and running in 1 hour”

ANTICIPATE real IT issues

PREVENT business impact

REMEDIATE events quickly

1

2

3

Powered by the Run-time

Service Model

SHA predicts issue 60 minutes before it happened

SHA Proof Point: Predictive Analytics

Footer goes here

Early morning: Metric performing within baseline

11:00am: Metric violates threshold

Gray Area: Dynamic threshold (baseline) created by SHP

10:30 am - SHA detects an anomaly and sends out an alert.

SHA detected problem

and sent alert one full hour before

the service failed!

1

2

3

4 11:30am: Service now unavailable… standard monitoring generates alert

15

Cross Domain Reporting Tool to Improve Business Service Performance

HP Service Health Reporter

1. Single screen tool - No more silos

2. Correlate the relationships between the Business Services and the infrastructure

3. Identify the changes in your dynamic, virtual environment

4. Forecasting of a specific metric or trend

5. Customizable reports to see what you want to see

RTSM as the foundation for integrating data

Application Metrics

Infrastructure Metrics

“Business Service Driven” Capacity Management for x86 Virtualized Environments

HP Service Health Optimizer

Visualize what you have, what you use, and

what can be improved

Optimize multi-dimensional,

time-varying analysis

Forecast and Plan What-if scenarios, trend

analysis ROI Shown in Optimization Scenario: Server count reduced by 57.8%

Avg CPU utilization improved by 90.8% Avg Mem utilization improved by 111.9%

RTSM ties the physical/virtual hosts to apps… SHO then gives you workload placement recommendations from an overall Business Service perspective

Track and report application health and SLA’s in terms the business understands

HP Service Level Management

Use HP SLM to…

Show the health of the application

Track and report on business objectives and SLAs

See the monetary impact of issues

Single console to see the health of the service…on-site, off-site or in the cloud

Service Level Tracking

Availability & Performance Over Time

Business Impact of affected service

Prioritize based on $ impact

Control the health of mobile applications

Backend application and infrastructure

Emulate end-user mobile experience on various

devices & global locations

Get visibility into health of both web and native

mobile applications

Tie to the application delivery chain

Bridge development and operations – script reuse/creation

Assure the performance and availability of cloud-based services

Seamless hybrid cloud (on-premise, off-premise) management

Integration with service providers e.g., Amazon CloudWatch

Private Cloud Environment

Secu

re,

fire

wall

frie

ndly

co

mm

unic

ation

Public Cloud

• SaaS Applications • Web Server, App/DB • Compute, Storage infrastructure

HP BSM

Application, System, Network

management

End-user experience, transactions, applications, and

infrastructure management

Server Hosted in Cloud Cloud Service Map

Integrate across business, operations, security & testing to increase IT efficiencies

ArcSight – BSM Integration

IT Search for Ops

Operations Bridge Enterprise Security

Apps Server Storage Networ

k

Linking NOC and SOC 3

1

2

Logs for Ops

Intrusion Detection

Network Equipment

Anti-Virus

Applications

Physical Infra Virtual Infra

Identity Mgmt

Directory Services

Web Traffic

System Health Info

Firewalls/ VPN

DBs

Collaboration among IT silos

HP Anywhere Live Network HP Enterprise Collaboration

ITAnywhere

App Store

Mobile BTO Apps Catalog

ITAnywhere Server

Open community to share product, field, partner and customer created content through HP Live Network

• Collaboration to support DevOps

• Ties together dev/req mgmt with service mgmt

DEVELOPMENT

Optimize application performance and costs by building monitoring into application development

Collaboration between IT and Development

COLLABORATIVE BEST PRACTICE BUSINESS VALUE

Reuse test scripts, system monitors, SLA, KPI Increase IT efficiency/agility

Create test scripts and use cases from real user behavior

Improve application quality

Common tools used for fixing application issues Accelerate time to resolution

BI-DIRECTIONAL VISIBILITY and REUSE

OPERATIONS

• Application Performance Management

• Business Service Management

• BAC Anywhere

• SiteSeer

Flexibility • Monitors, manages and automates the broadest range of

applications, infrastructure and devices • 500 off-the-shelf connectors and agents, 3000 network devices

Agility and lower cost • Servers and applications deployed in minutes, not months

• Server efficiency 400%

• 90% reduction in MTTR

The BSM on SaaS Portfolio Overview

BUSINESS SERVICE MANAGEMENT

OPERATE SIMPLY.

Real-time visibility into global end-users experience

Holistic view from on-premise 360-degree dashboard

24/7 Self-service experience

Cutting-edge technology (Business Process Monitor 9.0)

HP BAC HP BAC ANYWHERE

WHY BAC anywhere Extending the value of your APM investment

VP of Ops Edition – BSM KPI/Metrics

25

HP Business Service Management

Operations Bridge Event Correlation | Dashboards | Service Health | Runbook

Automation

Monitoring (physical/virtual/cloud) User Experience | Applications | Systems | Network |

Storage | 3rd Party

Service

Inte

lligence

Service

Level M

anagem

ent

| S

ervice

Optim

izatio

n |

Reportin

g |

Analytics R

un-t

ime S

erv

ice

Model

Journey to Operational Excellence

Vodafone Ireland

Initial Challenge:

Reactive, introspective, fragmented IT operations process

Solution:

HP Business Service Management 9.1 (APM, OMi, DDMA, ArcSight Logger)

IT Improvements 66% reduction in customer impact 28% reduction in number of major incidents 77% reduction in cumulative monthly downtime

Business Benefits IT resources are more closely aligned with business needs IT better supports the business’ ability to improve customer retention, drive market growth and manage overhead costs Cost savings €612,000 in one year, 300% ROI

BSM: Industry recognized solutions

Gartner Sept 2011 Application Performance Monitoring

Gartner Dec 2010 Event Correlation & Analysis

EMA 2012 Application Performance Management for Cloud Services

Gartner “Event Correlation & Analysis” by David Williams and Debra Curtis, December 13, 2010. Gartner “Application Performance Monitoring” by Will Cappelli and Jonah Kowall ,September 19, 2011. Gartner “Marketscope for Network Configuration and Change Management,” October 31, 2011.

Disclaimer: Gartner does not endorse any vendor, product or service depicted in our research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. The MarketScope and Magic Quadrant graphics were published by Gartner, Inc. as part of a larger research note and should be evaluated in the context of the entire report. The Gartner report is available upon request from HP.

Gartner Oct 2011 Marketscope NCCM

Only vendor to do ALL 5

HP BSM differentiation

Real time visibility into rapid change

Service Intelligence built on RTSM

Manage across build, run & secure

Automate with universal event correlation

Broad heterogeneous coverage

THANK YOU