HP Software Navigate 2014 Navigate towards a service-aware organization © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Today’s agenda - Morning program 09:45 – 10:00 Welcome and introduction Raymond Huner –Country Director, HP Software Nederland 10:00 – 10:20 The Navigation Journey to Service Excellence Jeroen Kortsmit – Commercial Director, Royal Dirkzwager 10:20 – 11:00 Think BIG, start small when connecting the dots for running the New Style of IT Erik van Busschbach – Global Chief Technology Officer for IT Management at Software Professional Services 11:00 - 11:20 Coffee Break Some Service Excellence Testimonials 11:30 - 12:10 Integrated BSM and ITSM supporting the “Detection to Correction” process Rob Akershoek – Solution Architect, an oil company 12:10 - 13:30 EmerginFrom reactive isolated element monitoring to proactive integrated Business Service Monitoring (NL session) Jan Goudriaan – Projectleider Gemeente Rotterdam & Tom Flipse – Symfoni 12:30 - 13:30 Lunch at the Networking Zone 2 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Today’s agenda - Afternoon program Afternoon Breakout Sessions 13:30 – 14:00 Improve your overall IT service Moving beyond ticket management with Service Anywhere; fast affordable and on-demand. Service Anywhere Donald Morgan – HP What’s new in BSM? BSM Liron Lichterman – HP Taking back control of your IT service life cycle CMS and Enterprise Maps Erik van Busschbach – HP 14:05 – 14:35 Manage change effectively and Customer case: Thales Transportation Systems Partner session Arcade ICT Bart Smit – Thales Transportation Systems Get clear and transparent analytics across your entire IT Operations Bridge Liron Lichterman – HP Application Rationalization & Agile Delivery – Do more with less , faster PPM/APM, Agile Manager Andre Sibov – InovaPrime Customer case: Thales Transportation Systems Partner session Arcade ICT Bart Smit – Thales Transportation Systems BSM (service monitoring) ‘light’ and how to maximize the value of Service Delivery to the Business BSM Light Andre Sibov – InovaPrime Fix problems before your (mobile) users are impacted Application Performance Management (APM) & APM for Mobile Xavier Chevalier – HP quality with proactive problem management Service Management / Propel Martyn Birchall – HP comprehensively with a reliable Configuration Management System CMS and Discovery Frank van Veen – HP 14:35 – 15:00 Coffee break 15:00 – 15:30 Get your Assets right Asset Management Lucas De Lamper – Symfoni 15:40 – 16:15 An IT Management Transformation Experience Workshop Aernoudt Bottemanne – Client Principal Software Professional Services, HP &Kees Van Den Brink – Solution Architect, HP 16:15 – 17:00 Closing Cocktail Let’s Navigate! 3 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Partners 4 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The navigation journey to service excellence Jeroen Kortsmit Commercial Director - Royal Dirkzwager 5 Royal Dirkzwager The Maritime Information and Service Provider - www.dirkzwager.com - Royal Dirkzwager The Maritime Taking the Lead Dirkzwager neemt met haar diensten, applicaties en systemen de leiding. Dirkzwager kent de haven als geen ander dankzij jarenlange ervaring. Klanten kunnen 100% vertrouwen op de maritieme informatie van Dirkzwager. Eigen handelen Ideeën acties Bijdragen aan succes Innovatief Marktgericht Onderscheidend Innovatief – Alert – Betrouwbaar - Samen Royal Dirkzwager The Maritime Information and Service Provider - www.dirkzwager.com - Royal Dirkzwager The Maritime The navigation journey to service excellence waar naartoe hoe komen we er innovatief processen samenwerken proactief in control IT remote navigatie servicegerichtheid Royal Dirkzwager The Maritime Information and Service Provider - www.dirkzwager.com - Royal Dirkzwager The Maritime Synergie met scheepvaart Navigatie - inzicht Infrastructuur & Services Van papieren kaart naar high tech brugsystemen In control Schip Bemanning Lading Royal Dirkzwager The Maritime Information and Service Provider - www.dirkzwager.com - Royal Dirkzwager The Maritime Synergie met scheepvaart Processen Van reactief naar proactief Innovatie Samenwerken Processen aan boord Processen met onshore Integratie systemen en netwerken Management by exception Remote oplossingen Afstemming met derden Minder (kwalitatief) personeel Van kosten naar investering Royal Dirkzwager The Maritime Information and Service Provider - www.dirkzwager.com - Royal Dirkzwager The Maritime Complete ship solutions = Systems + Capabilities + Service & Maintenance PORT SERVICES CONNECTIVITY Air & Water Distribution Energy Distribution ICT Infrastructure HEATING VENTILATION & AIR CONDITIONING ENGINEERING WATER MANAGEMENT SYSTEMS ADVICE& CONSULTANCY PROPULSION ENTERTAINMENT PROJECT MANAGEMENT POWER GENERATION & DISTRIBUTION ELECTRICAL INSTALLATION SHIP MOTION CONTROL (AUTOPILOTS) NAVIGATION INFORMATION TECHNOLOGY COMMISSIONING SITE MANAGEMENT ENGINE ROOM AUTOMATION TRAINING SERVICE & MAINTENANCE SPECIALTIES Synergie met scheepvaart Servicegerichtheid Niet varen om het varen maar lading afleveren IT niet voor IT maar business ondersteunen Remote service Royal Dirkzwager The Maritime Information and Service Provider - www.dirkzwager.com - Royal Dirkzwager The Maritime Kernwaarden Betrouwbaar Alert Innovatief Samen Doelstelling/bestemming Inzicht en Controle Proccessen/Werkinstructies/ Werkafspraken: nieuwe manier van werken Samenwerken over de keten Royal Dirkzwager The Maritime Information and Service Provider - www.dirkzwager.com - Royal Dirkzwager The Maritime Tot slot Bepaal samen met uw leverancier/partner uw gemeenschappelijk doel Ik wens u een inspirerende dag toe!! Royal Dirkzwager The Maritime Information and Service Provider - www.dirkzwager.com - Royal Dirkzwager The Maritime HP Software Navigate 2014 Thank you © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Connecting the dots for the new style of IT HP Software Navigate 2014 Think BIG, start small Erik van Busschbach WW IT Management Chief Technologist HP Software Professional Services April 2014 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 1.45,009 16 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. +0,003 17 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Connecting the dots for running the New Style of IT Connected Why? Intelligence 18 + What? © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. + How? + With What? Every 20-25 years, ICT goes through a period of “creative destruction”. This time around, the new model is built on the “Four Pillars” (Mobile, Cloud, Big Data, and Social). This will create a “mass extinction event” that will effectively wipe out established technologies, services and players - just as Client/Server and the Web did in the 1990s. IDC © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Mobile +80% -28% Cloud +40% -25% Big data +70% -15% 20 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 2.0 “More than a million parts flying in close formation “Realized by a supply chain of component suppliers and the airplane manufacturer 4.3 3.1 6.1.2 21 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 7.0 A new style of IT is emerging 22 Service Centric Converged Security Enterprise Agile Multi Supplier © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Success = Goal * Insight * Control 23 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Customers Ask – IT’s all about adoption “Know my business” “Think holistically – products, support, consulting, and education.” Cloud has arrived I’m going (back) to core-business Controlled Modification Push the Boundary “Tell me how!” “Tie your solution together from strategy to technology” Standard System “Be the expert, like no-one else can be” “Be consistent in your approach” Adoption “Provide solutions, not just technology” “Use best practices!” “Reduce time to value!” 24 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Connecting the dots for running the New Style of IT + 25 Connected New Style Why? What? Intelligence of IT © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. + How? + With What? New Style of IT Think BIG, start small Service Strategy Centered around Strategy to Portfolio Enterprise Agile Centered around Requirement to Deploy 26 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Converged Security Centered around Detect to Correct Multi Supplier Centered around Request to Fulfill IT Value Chain Blueprint for the New style of IT Service Strategy Centered around Strategy to Portfolio Enterprise Agile Centered around Requirement to Deploy 27 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Converged Security Centered around Detect to Correct Multi Supplier Centered around Request to Fulfill Leveraging business value chain success in IT Designed with customers using real world use cases Designed with customers • Shell, Achmea, AT&T, PwC, Accenture, Munich RE, HP • Disney, NBC, Nestle, ING, Barclays, Proctor & Gamble, Paychex, Rabobank, Raiffeisen, AkzoNobel, … Standards based Michael Porter’s value chain lean manufacturing value stream concepts Cobit, ITIL, SAFE, … 28 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. HP ALM Masters 2014 fully integrated approach for managing IT, …, “Building a new based on a common industry data model, will give an important boost to our effort of becoming a world class IT provider. We expect that workflows will become simpler and that data can be better shared between management activities, thereby creating unprecedented levels of information to help us make more informed decisions for the future of IT in our company.” Hans van Kesteren, VP & CIO Global Functions, Royal Dutch Shell Success = Goal * Insight * Control ! © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Deliver Right Service, Right price, Right time Centered around Strategy to Portfolio Service Strategy Centered around Strategy to Portfolio Enterprise Agile Centered around Requirement to Deploy 30 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Converged Security Centered around Detect to Correct Multi Supplier Centered around Request to Fulfill Deliver the Right Service, Right price, Right time Centered around Strategy to Portfolio For business and IT initiatives to be successful, they must provide business value in a continuous and sustainable way! Internal budget driven monopolist “Controlling the spend within the budget” 31 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. In- or external IT service provider offering cost per service Deliver the Right Service, Right price, Right time Centered around Strategy to Portfolio Architecture Service Design Engineering Strategy & Goal Mgmt. Change Mgmt. BRM/CRM Service Demand Mgmt. IT Portfolio Mgmt. Finance Policy Mgmt. This work is based upon material developed and published by the IT4IT Consortium 32 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Requirements Mgmt. Workforce Management Project Mgmt. Service Catalog Mgmt. Req. Eng. Discipline Capability – Key Discipline Capability – Auxiliary Discipline Capability – Interface Customer trigger Activity flow Continuous Delivery for Enterprise Agility Centered around Requirement to Deploy Service Strategy Centered around Strategy to Portfolio Enterprise Agile Centered around Requirement to Deploy 33 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Converged Security Centered around Detect to Correct Multi Supplier Centered around Request to Fulfill Continuous Delivery for Enterprise Agility Centered around Requirement to Deploy PLAN CODE BUILD , Monitoring & Incident Resolution Automation Automated Release & Roll-back Dev/Test Self-Provision TEST RELEASE DevOps Phase 3 Continuous Operations Value DevOps Phase 2 Continuous Delivery DevOps Phase 1 Continuous Integration Agile Development Agile 34 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. DevOps IT OPS IT Services management Product promotion Project promotion DEPLOY Continuous Delivery for Enterprise Agility Centered around Requirement to Deploy Service Request Mgmt. S2P Project Mgmt. S2P Service Configuration Mgmt. Requirements Mgmt. S2P Service Design Engineering S2P Capacity Mgmt. Auth. and Access Mgmt. Service Implementation & Unit Test Service Test Mgmt. Service Catalog Mgmt. Release & (Deployment) Mgmt. Service Measurement & Reporting Availability Mgmt. Incident Mgmt. Service Level Mgmt. This work is based upon material developed and published by the IT4IT Consortium 35 IT Operations Mgmt. Change Mgmt. © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Problem Mgmt. Discipline Capability – Key Discipline Capability – Auxiliary Discipline Capability – Interface Customer trigger Activity flow Hybrid Service Delivery with Multiple Suppliers Centered around Request to Fulfill Service Strategy Centered around Strategy to Portfolio Enterprise Agile Centered around Requirement to Deploy 36 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Converged Security Centered around Detect to Correct Multi Supplier Centered around Request to Fulfill Hybrid Service Delivery with Multiple Suppliers Centered around Request to Fulfill Business units Clear responsibilities and accountability CIO CIO Demand Service sourcing strategy ? Compliance and security Service assurance and quality Visibility of the service portfolio Cost effective, predictable service usage Services Internal organization In-house applications 37 Data centers © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Private cloud services External suppliers Workplace services Hosted services Outsourced services Cloud services Communication services Hybrid Service Delivery with Multiple Suppliers Centered around Request to Fulfill Services Sales Mgmt. Incident Mgmt. Capacity Mgmt. Service Request Mgmt. R2D Accounting Service Measurement & Reporting (Release &) Deployment Mgmt. R2D IT Operations Mgmt. Service Catalog Mgmt. Service Configuration Mgmt. Change Mgmt. Service Asset Mgmt. (Request) Knowledge Mgmt. Supplier Mgmt. Procurement This work is based upon material developed and published by the IT4IT Consortium 38 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Discipline Capability – Key Discipline Capability – Auxiliary Discipline Capability – Interface Customer trigger Activity flow Security embedded across Service Delivery Centered around Detect to Correct Service Strategy Centered around Strategy to Portfolio Enterprise Agile Centered around Requirement to Deploy 39 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Converged Security Centered around Detect to Correct Supplier Management Centered around Request to Fulfill Security embedded across Service Delivery Centered around Detect to Correct 40 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Converged Security Disciplines Centered around Detect to Correct R2F R2D, R2F IT Operations Mgmt. Service Measure and Reporting Event Management Service Implementation & Unit Test Incident Management Problem Management Configuration Management Change Management Knowledge Mgmt. Services Sales Mgmt. Release& Deployment Mgmt. Service Demand Mgmt. This work is based upon material developed and published by the IT4IT Consortium 41 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. IT Value Chain Blueprint for the New Style of IT Centered around Strategy to Portfolio Centered around Requirement to Deploy 42 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Centered around Detect to Correct Centered around Request to Fulfill New Style of IT – Think BIG, start small Journey’s towards the new style of IT Deliver right service, right price, right time Centered around Strategy to Portfolio Continuous delivery for enterprise agility Centered around Requirement to Deploy 43 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Embed security across service delivery Centered around Detect to Correct Hybrid service delivery with multiple suppliers Centered around Request to Fulfill Connecting the dots for running the New Style of IT + + 44 Connected New Style Think BIG Why? What? How? Intelligence of IT Start small © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. + With What? Think BIG - Competencies realize the IT value chain Line of Business Hybrid IT Delivery Portfolio Mgmt Strategy to Portfolio Requirements Mgmt Requirement to Deploy Service Request Mgmt Request to Fulfill Incident Mgmt Detect to Correct Suppliers & Cloud Vendors 45 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Start Small – Prioritize your next step Service Strategy Converged Security People Process Technology Enterprise Agile Supplier Management Adoption 46 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Connecting the dots for running the New Style of IT + + + 48 Connected New Style Think BIG Why? What? How? Intelligence of IT Start small © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. With What? Think BIG, start small – Transformation Workshop Journey’s towards the new style of IT Service Strategy Centered around Strategy to Portfolio Enterprise Agile Centered around Requirement to Deploy 49 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Converged Security Centered around Detect to Correct Multi Supplier Centered around Request to Fulfill Think BIG, start small – Product Centric Solutions Journey’s towards the new style of IT Service Strategy Centered around Strategy to Portfolio Enterprise Agile Centered around Requirement to Deploy 50 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Converged Security Centered around Detect to Correct Multi Supplier Centered around Request to Fulfill Connecting the dots for running the New Style of IT + + + 51 Connected New Style Think BIG Why? What? How? Intelligence of IT Start small © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. With What? Where do you start – Think BIG, start small Journey’s towards the new style of IT Converged Security Service Strategy Centered around Strategy to Portfolio Enterprise Agile Centered around Requirement to Deploy 52 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. ? Centered around Detect to Correct Multi Supplier Centered around Request to Fulfill 53 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Thank you 54 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 54 HP Software Navigate 2014 Detect to Correct Integration of HP BSM, HP UCMDB and HPSM in a multi-vendor sourcing model © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Introduction Detect to Correct – HP BSM, UCMDB and HP SM integration at Shell • Detect to Correct value chain (IT4IT reference model) • IT process framework (@Shell) • Multi-vendor sourcing model (and challenges) • Tool architecture (overview) • Service Models (in CMDB) and maintenance of CMDB • Top down / bottom up monitoring • Lessons learnt 56 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. IT4IT reference framework – Detect to Correct 57 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. IT4IT reference framework – Detect to Correct HP ALM HP BSM HP SM HP UD HP UCMDB 58 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. SHELL IT PROCESS MODEL – MAPPED TO DETECT TO CORRECT 45 3.4 INFORMATION RISK MANAGEMENT 6.2 CAPACITY MANAGEMENT 4.1 MANAGE PORTFOLIO 6.5 SERVICE LEVEL MANAGEMENT 6.6 AVAILABILITY MANAGEMENT 7.1 CHANGE MANAGEMENT 7.2 CONFIGURATION MANAGEMENT 7.3 RELEASE MANAGEMENT 7.5 INCIDENT MANAGEMENT 7.5 PROBLEM MANAGEMENT 7.6 SERVICE MONITORING / EVENT MNGT 7.7 OPERATIONS MANAGEMENT 7.8 REQUEST MANAGEMENT 6.4 SUPPLIER PERFORMANCE MNGT 5.2 SOLUTION DEPLOYMENT KNOWLEDGE MANAGEMENT 59 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Multi-vendor service management Challenging alignments with service providers…. Business IT Management Supplier Services Configuration management Request management Change & Release Management Incident Management Applications SLM Klant IT Service Management Bus Kanaal Security & Risk Management Service Monitoring Portfolio: Catalog of IT Hosting Storage. Automated Discovery & Auditing Billing / Invoicing Product CMS Service Model Components IT Services Network EUC Storage Processen Business processes IT services Applications COMMON ServiceLANGUAGE Model BUSINESS SEMANTIC MAPPING Desktop … User Application Support Components Costs Compliance … Finance Compliance Network 60 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Supply Demand Supplier Interfaces Key interactions with external service providers Interface Tool Description Event management interface HP BSM Service dashboard, major incidents, event correlation, event notification Change management interface HP SM Change calendar – collect all changes from internal and external service providers (including planned outages). Incident management interface HP SM Automatic incident creation; major incident notification (see also HP BSM) Configuration management interface HP UCMDB Supplier configuration data Request management Request new infrastructure components or modifications (e.g. new server) Reporting interface IT data warehouse Supplier SLA performance reports Billing / Invoice IOL Collect invoices from suppliers. Validate against CMDB. 61 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Multi-vendor sourcing model Application Support Teams Application Landscape 1 Application Landscape 2 Application Landscape N Application components Application components Application components Database Database Database Server Server Server 62 Database services Hosting & Storage Hardware Hardware Network >3000 applications 20.000 servers 6.000 database instances Network Network © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Network provider Shell External versus internal management (and monitoring) 63 Sup plier Retained (internal) Infrastructure as a service ISP Hosting Supplier Hosting & Storage, Network Supplier Platform as a Service Software as a Service © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Supplier Application Component (Middleware) Supplier Shell Shell Application Shell Shell Shell Business Process Business process outsourcing Each external service provider (except for outtasking) is responsible to monitor the IT components and services provided to Shell (for which they are responsible). Applications service providers are using the Shell standard IT4IT tools. DETECT TO CORRECT TOOLSET 64 Function Tool Description IT Service management system HP Service Manager (SM) Incident, problem and change management (e.g. planned outages). Service dashboard and event management system HP BSM, HP BSM Service Health Event collection and correlation, Service health dashboard Service monitoring HP BPM Availability, Performance monitoring from end-to-end perspective Infrastructure Monitoring Different tools managed by suppliers e.g. OpNet, Nagios, SCOM, Tivoli, Splunk, etc. Component monitoring (servers, databases, middleware, …) Log monitoring HP ArcSight Security log monitoring, Log analytics. Notification system MIR3 Automated notification to key stakeholders and support teams. CMDB (service models) HP UCMDB and HP AM Maintain service models, configuration items and support groups, SLA Reporting / data analytics SAP BO SLA scorecard, availability and performance reporting © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. BSM Framework (Building Blocks) IT data warehouse 1 IT Reporting (SAP BO) SLA reporting Availability and performance reporting INT5 Requests INT3 Shell ITSM system (HP SM) Incidents, Changes Incidents Changes INT4 Suppliers Incidents, Changes CMDB 65 BSM System Service Dashboard / Service Health KPI / Metric Calculation 5 8 INT6 Supplier ITSM system(s) Run Time Service Model 2 Diagnostics / Analytics 3 Availability & Performance Database HP, T-systems, AT&T, … CMDB INT7 Federated CMDB (HP UCMDB) 7 Events Database HP OMI (event management system) INT8 Notification System (MIR3) Event / Data Management Interface INT1 INT2 Supplier Event Management System Events / Data Events & Monitor data repository Supplier CMDB & Discovery 6 Supplier Monitoring9 tools 4 Recovery action Security Event Management (HP ArcSight) Operations Management Tools Events / Data Events / Data 9 Monitoring / Data Collection © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 9 Security Monitoring HP BSM Collect and correlate events and incidents from multiple service providers. Collect performance and availability data Perform business impact assessment (including validate planned outages) Service dashboard – actual status and health of business applications Synchronize Run Time Service Model with the Federated CMDB (HP UCMDB) Automated notifications (e.g. SMS, E-mail) Automated incident creation / update Validate events against incidents reported by end-users 66 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. HP Business process monitor (BPM) 67 HP Business Process Monitor (BPM) is a synthetic monitoring solution that simulates business transactions. Proactively monitor end-to-end enduser experience by simulating key business transactions (from different locations internal and external) Monitor the performance (response times) and availability of applications from an end-user perspective. Quick identification of performance or availability issues (event generation) Collect KPI metrics for SLA reporting (availability and performance reporting) © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Example 68 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Data flow HP ALM HP SM Emergency change Interaction Incident Event HP BSM Problem Known Error Fix / Configure Monitoring data (e.g. performance, logs, …) 69 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Operations Tools Change Release Deployment Tools IT landscapes (and landscape managers) 70 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 4/28/20 7 IT landscape/service model administrations Document management system (MS SharePoint) Enterprise Architecture (SA, PV) Application Portfolio (HP APM) Configuration Management System (CMS) (HP AM and HP UCMDB) Manage process and IT architecture. Manage portfolio of IT services, applications, releases, portfolio interfaces and technology portfolio. Perform portfolio analysis and defined roadmaps. Maintain IT risks and compliance data 71 © Copyright 2014 Hewlett-Packard Development Company, L.P. related to IT contained servicesherein and applications. The information is subject to change without notice. IRM system (Archer) Administration of all deployed applications, IT services, interfaces (solution interfaces) and infrastructure components to support IT processes such as incident, problem and change management. Linking applications and interfaces to underlying IT infrastructure. 71 Service & Application Portfolio Management Manage portfolio of services and applications Overview: Business Processes Description: Portfolios (Ownership) Business Process HP APM 1 n Releases Release n Release: A specific identifiable version of an application (typically as an output of a project). An application can have one or more releases. For example: Shell People R2014.1 Deployment: The physical deployment of an application targeted for one or more specific user community. Users subscribe to deployments. A specific application release can have multiple deployments. For example: Collective Production, Collective Test environment. Technical Component: It is the underlying software product acquired from a vendor and is used to build the business solution for Shell. Often referred to as commercial-off-the-shelf products (COTS). For example: SAP CRM 7.0. Portfolio: Each application belongs to one portfolio. Business Process: An application supports one or more business processes / functions. Release 1 Technical Component n Deployments n Deployment CMDB Deployment n Server n Database Server 72 Portfolio n Service / Application Application Applications Configuration Items Service / Application: An application or service represent the set of capabilities/functions which fulfills a specific set of business requirements. For example: Shell People. The application and its releases represents the investment/asset of the IT organization. 1 n Technical Comp. © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Server Database Server Data Model (Example) Example APEX manages the entire life cycle of applications from portfolio planning, through development, operations and retirement. APEX makes a distinction between applications (service), releases and deployments: 73 Application: An application represent the service that is delivered to the business from a portfolio perspective (investments). Release (or version): A specific identifiable version of an application (typically as an output of a project). An application can have one or more releases. Deployment (instances): The physical installation of an application targeted for one or more specific user communities. Each deployment could have a different BC values (similar as the current formal definition of an EPIMS application instance) Business Process Business Process: Hydrocarbon Accounting Application (Service) Application:: ENERGY COMPONENTS Release:: EC 9.01 BIA BIA (in Collective) BIA (in Collective) (in Collective) © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Database:: OESH132P Deployment:: BC EC-SEPCO (PROD) Server:: AMSDC1-S-9992 Database:: OESH183P Deployment:: EC-SEIC (PROD) Server:: AMS1-S-06062 Release:: EC 10.x Deployment:: BC EC-SPDC (PROD) Database:: EPGDSECP Releases (versions) Deployments (instances) Infrastructure components Server:: LAG-S-06001 Service Model – Key Relationships / Dependencies 74 © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Background: maintaining IT landscapes/service models in CMDB › › › Infrastructure components (such as a server or database instance) are ordered through the Shell Request management system (MyRequest). Infrastructure components must be linked to applications defined in the CMDB (modeling IT landscapes). Maintaining service models is essential for managing costs (and invoice verification), perform demand/capacity planning, manage SLA/supplier performance and support operational processes such as event, incident and change management. Landscape Service/Application Portfolio Management (APM system currently E-PIMS) Configuration Management (HP AM and Federated CMDB) Requests Application (portfolio item) Application solution instance (PROD) Application solution instance (DEV/TEST) Depends on Depends on Depends on Depends on (on uses) Software Element (e.g. database ) Depends on (or uses) Host (Environment) Network interface IP Installed software Host (Environment) Software Element (e.g. database ) Host (Environment) Host (Environment) Link applications to key infrastructure resources (e.g. servers and databases) in the CMDB Example application landscape 76 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Automatically link infrastructure components to applications SHELL REQUEST MANAGEMENT REQUEST SYSTEM (SUPPLIER) Request ID Catalogue Item R1000 Database R1001 Server R1002 Server Supplier Service catalogue Request ID Catalogue Item Application CI R1000 Database CRM_PROD R1001 Server CRM_PROD R1002 Server CRM_PROD Service catalogue Publish applications to MyRequest Create configuration items CI Name CI Type Request ID CRMDB 01 Database R1000 AMSDC1-S-8010 Server R1001 AMSDC1-S-8012 Server R1002 Start Request Supplier CMDB Federated CMDB (HP UCMDB) CRM_PROD Depends on Depends on Depends on CRMDB01 Server 1 77 AMSDC1-S-8010 Network interface IP AMSDC1-S-8012 Installed software © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. CRMDB01 Server 1 AMSDC1-S-8010 Network interface IP AMSDC1-S-8012 Installed software Top-down and bottom-up approach End-to-end Monitoring IT landscape model Service Applications Component Monitoring (Suppliers) Hosts Events Resources Model of the service based on CIs and relationships 78 CMS © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Incidents reported by users Incidents reported by suppliers Global Command Center (GCC) 1. Automatic Proactive analysis › 2. Deterioration of key metrics are detected by the BSM platform and an alert is raised to GCC Situation at Risk detection › Elements part of redundant systems fail and a Situation at Risk incident is assigned to GCC to follow the situation. › 3. Follow the evolution of the situation with the proper support team, implementing a change rollback if required • Key functionality › Automated event management › Dashboard › Reporting Services › Proactive Analysis Manual Proactive Analysis › 4. Periodically, and for relevant applications a GCC user can: › Extract summary reports indicating the usage of key resources and events on the components supporting the application › Analyze events and metrics evolution, detecting trends and implementing in time resolution measures Root Cause analysis › In case of an application outage, the user logs in to BSM dashboard and identify the element compromising the service and ensure is handled by the proper support group (internal or supplier). 79 Landscape Manager (application support teams) 1. › › › 2. › › 3. › Application behavior analysis The operator reports on the evolution of the application performance for the monitored transactions It can verify the changes on application performance, availability and errors If a systematic cause is identified, corrective actions can be suggested Component landscape visibility The operator verifies the events associated with the components supporting the application If a systematic cause is identified, corrective actions can be suggested Root Cause analysis In case of an application outage, the operator logs in to BSM dashboard and identify the element compromising the service and ensure is handled by the proper support group (internal or supplier). • Key functionality › Dashboard › Reporting Services 80 Example Lessons learnt Monitoring in multi-vendor sourcing models • Build monitoring as part of application design / development (“monitoring ready”) • Provide base monitoring across all landscapes (infrastructure monitoring such as servers and database) • Involve application support teams • Provide a standard monitoring service with predefined on-boarding procedures • Build generic interfaces to receive events from suppliers or other monitoring tools (send message, event log, SNMP) • Service Models in CMDB – integrated with request and change management • Application portfolio management – identify applications to be monitored • Automate periodic checks (as performed by application support teams) • Contracts with service providers (e.g. install agents for discovery, monitoring, etc. – ensure supplier provide data according to standard interfaces) • Ensure suppliers forward incidents (to the service dashboard) • Cloud monitoring – cloud servers such as Amazon are typically not managed / monitored • Learn from incidents to improve monitoring scripts / checks 82 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. HP Software Navigate 2014 Thank you © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Jan Goudriaan Projectleider Van re-actief elementbeheer naar pro-actief ketenbeheer 28-4-2014 Agenda Gemeente Rotterdam Oorsprong en achtergrond Waar staan we nu Waar moeten we naartoe als Rotterdam Invoering HP BSM (doelen, fasering) Lessons learned (Gemeente) Rotterdam Stad: 618.000 inwoners en dus belanghebbend Stadsregio Rotterdam: 1.2 miljoen inwoners, het merendeel als klant ook belanghebbend Gemeente Rotterdam - algemeen Verschillende onderdelen: Bestuur Vijftal clusters Dienstverlening Stadsbeheer Maatschappelijke Ontwikkeling Werk en Inkomen Stadsontwikkeling Serviceorganisatie (waaronder ICT) 87 28-4-2014 Gemeente Rotterdam - ICT Wat getallen: 12.000 gebruikers 10.000 werkplekken 1.800 applicaties 2 datacenters 300+ locaties 350 FTE ICT personeel ondergebracht in een SSC 88 28-4-2014 Gemeente Rotterdam - ICT Waar bestaat de dienstverlening uit? Kantoorautomatisering E-dienstverlening Maar ook cluster specifieke ICT oplossingen…… Watermanagement Verkeer en vervoer Ingenieursbureau Bodemonderzoek ……… 89 28-4-2014 Waar komen we vandaan Voor 2013 Waar staan we nu ICT Directie Informatie Management Tooling Nagios / Cacti / NNMi / Handmatige documentatie Technisch Beheer Applicatie Gebruikers CiscoWorksBeheer / Cisco UCS / Commvault/ Data Protector Ondersteuning Storage Essentials / Altiris / Powerfuse HP Operations / SiteScope / Vcenter Oracle OEM / ASM / NetApp / OnCommand system mangement Planon / System Insight manager / ………. Projecten / Advies Waar moeten we naar toe Consolidatie infrastructuren naar één Concern ICT Infrastructuur Nieuwe werkplek gericht op HNW010, BYOD Applicatie rationalisatie Minder personele kosten, dus minder FTE`s Kwaliteit van de dienstverlening moet omhoog Nieuwe SMT tooling Invoering Asset Management Invoering Business Service Management 92 28-4-2014 Invoering Business Service Management Bestaande software: HP SiteScope HP Operations HP Business Availability Center HP Netwerk Node Manager Uitbreidingen HP uCMDB HP BSM OMi 93 28-4-2014 Invoering Business Service Management Weergave van het traject wat we gestart zijn • • Configuration Management Systeem Business Service Management Discovery proces Modelleren Busines services Consumers/providers Functionele uitbreidingen tbv Service Inrichten UCMDB/DDM enmanagement Configuration(cfg/chg) Manager Basis uCMDB Functionele uitbreidingen tbv HP (OMi/ketens) Upgrade huidige tools -> BSM 9 Ready BAC Operations Manager Network Node Manager BSM Platform Uitbreiding BAC omgeving RTSM modelleren Uitbreiden EUM Koppelen BAC Uibreiden BSM9 platform Koppelen OM en NNM met Sitescope Additionele BAC Tools (SLM) 28-4-2014 94 Inrichten OMi en RTSM Inrichten Service Health intelligence Impact analyse Capaciteits planning Rapportage Vertrekpunt projectopdracht Hogere mate van gebruikerstevredenheid Bijdragen aan professionaliseren ICT Beheer Proactief voorkomen van storingen Juist en tijdig informeren van gebruikers 95 28-4-2014 Gedetailleerde resultaten Service Delivery Transparanti e naar business Inzicht single point of faillure Eénduidigheid ! Realtime informatie Snelle root cause Impact analyse vooraf Service Support Runtime service model Business Business Service Organisatie Organisati e Business Process Service Support Service Data Application Support Service Support Processes Dienst Interface Federatie/Functioneel Application Data Diensten Support Process Interface Application Component Infrastructure Servers/NAS/SAN/Cluster Software Installation Database Infrastructuur Logical System Storage Device Physical System Network Device Environment Facility 97 28-4-2014 Serverruimte / Rack Lessons learned – tot nu toe Project draait niet enkel om techniek Afstemming ICT en business is cruciaal. Beheerorganisatie is “verkokerd” in tools, overtuigen meerwaarde op hoger niveau kost veel energie Begin klein, met één keten, gebruik deze als vertrekpunt en bouw langzaam uit Zoveel mogelijk zelf doen – zelfredzaamheid Efficiënt inzetten bestaande tooling maak de afweging ‘wat werkt voor je’ 98 28-4-2014 Vragen 99 28-4-2014 HP Software Navigate 2014 Thank you © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Lunch © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
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