santix AG in Munich, Germany provides a methodology and consulting services to help IT departments build up a structured application management.

1. Optimised IT Management
Service Management Transformation
powered by santix

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Typical Problem Areas in IT Organisations
 Hey Joe Syndrome
 Red Eye Syndrome
 Silo Syndrome
 Hero Syndrome
 Mr. Fixit Syndrome
 Blue Collar Syndrome
 Firefighter Syndrome
 Limited Edition Syndrome
 Bermuda Triangle Syndrome
 and many others…
Optimised IT Management
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 Leistungsmanagement
 IT-Leistung mit Business
in Einklang bringen
 Störungsmanagement
 Auswirkungen von
IT-Störungen auf
Business verringern
 Bestandsmanagement
 Investitionen des Business
in IT optimieren
 Konfigurationsmanagement
 Auswirkungen von
IT-Änderungen auf Business
vermeiden
santix has the right ITSM solution
packages for those syndromes …
 Optimised Application
Management
 Monitoring & Measuring
 Event & Impact Management
 Management Data Warehouse &
Reporting
 Incident & Problem Management
 Optimised Service
Management
 Service Level Management
 Service Charging
 Availability Management
 Capacity Management
Optimised IT Management 3
 Optimised Change
Management
 Change & Configuration Management
 Release Management
 Deployment & Discovery
 Mobile Device Management
 Compliance Management
 Optimised Asset
Management
 Asset Management
 License Management
 Request Management
 Procurement

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Integration Layer
Systems Management
Service Management
Directory
Event/Impact
Management
CMDB
Management
Data Warehouse
Continuity & SecurityDeployment & DiscoveryOperation & AutomationMonitoring & Measuring
Incident Management
Problem Management
Change Management
Service Asset & Configuration Management
Release & Deployment Management
Service Level & Catalogue Management
Service Reporting
Budgeting & Accounting for IT Services
Availability & Contingency Management
Capacity Management
Security Management
Service Design & Transition
Governance & Relations
Service StrategyProcess Management
Business Relationship
Management
Supplier Management
& Procurement
santix Management Architecture Model
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Making application services more available.
Optimised
Application Management
(OAM)

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The OAM Maturity Modell
Optimised IT Management
Optimisation
End-to-End-Monitoring
& Visualisation
User Helpdesk
Knowledge
Management
Network
Monitoring
Non-systematic monitoring and repair of
IT infrastructure component faults
Level
1
chaotic
Level
2
reactive
Level
3
proactive
Level
4
service-oriented
Level
5
value-added
Server
Monitoring
Middleware
Monitoring
Event
Management
Central
Management
Console
Management
Data Warehouse
Problem
Management
Monitoring
Cockpit
Processualisation
Centralised
Incident Management
Performance &
Availability Management
Anwendungs
Monitoring
Service-oriented
Impact Management

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Reporting based on SLAs, OLAs and UCs
ITOrganisation
Business
OAM Functual Model
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OLAs
UCs
Monitoring & measuring of availability and usage
Networks Storage
Servers
Middleware
Applications
Users
SLA
Mapping of alarms to IT Services,
SLAs/OLAs and providers via Service
Impact Management & CMDB
Archival of performance and usage
data in Management
Data Warehouse
Alarming, tracking and escalation of
faults in Incident Management
Analysis of data in Capacity, Availability
and Financial Management

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OAM Architecture Model
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CMDB
Configuration
Management
Impact
Management
Incident
Management
Monitoring Measuring
Event
Management
Problem
Management
Management
Data
Warehouse
Service
Reporting
Discovery

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Customer Reference: Homogeneous OAM
based on IBM Products
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IBM NetCool
Impact
SmartCloud
Control Desk
Incident
Management
SmartCloud
Monitoring
SmartCloud
Control Desk
CMDB
IBM
Network
Manager
Application
Dependency
Discovery Manager
IBM NetCool
Omnibus
SmartCloud
Control Desk
Problem
Management
SmartCloud
Control Desk
Change
Management
Management
Data
Warehouse
Common
Reporting /
Jazz SM OSLC
Fault detection , alarming and tracking
Reporting
Configuration Management

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BMC Service
Impact
Manager
(SIM)
Frontrange
Incident
Management
Customer Reference: Heterogenous OAM
Solution
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Nagios
Frontrange
Configuration
Management
CMDB
SCOM
Oracle
Grid
Control
BMC
Configuration
Discovery
BMC Event
Manager
(BEM)
Frontrange
Problem
Management
Frontrange
Change
Management
RRDtools
PNP4Nagios
Cacti
BMC Impact
Portal
Fault detection , alarming and tracking Configuration Management
Reporting
Jazzey
End-to-
End
...

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OAM Process: Tactical Level
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OAM Process: Operational Level
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Detect
Alarm
Fix
Avoid
}

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OAM Process: Service Definition
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Define
& Model
Prepare
& Deploy
Run
& Deliver
Check
& Adjust
SLA/OLA/UC & application
documentation
Incídents, data, actions,
reports
KPIsChangeNew requirement
• Model service
dependencies
• Identify service
components
• Define
instrumentation
points
• Determine actions
• Document
requirements
• Implement
monitoring &
measuring tools
• Configure tools
• Establish data
storage
• Document
solution
• Process events
• Open/close
Incidents
• Visualize state of
infrastructure
• Collect, analyse
and report data
• Execute actions
• Conduct reviews
• Collect and analyse metrics
• Issue Changes

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Organisational Perspektive of OAM
 Alternative: centralised
 OAM in a dedicated group
 All relevant tools for all plattforms under single management
 Downside: separation of OAM and infrastructure
management
 Alternative: distributed
 Infrastructure management groups own their relevant tools
 OAM governance established
 Modeling services for customers provided
 Downside: high level of control and coordination required
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Examples for OAM KPIs
 % False Positives
 % Undetected Faults
 % False Automated Actions
 Number of non-modeled dependencies
 Availability of Monitoring & Event Management tools
 Compliance with „Monitoring SLA“ (Modeling, Preparation,
Delivery)
 Quality & actuality of OAM documentation
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OAM Methodology for Analysis and
Modeling
1. Requirements analysis
 Which services are provided?
 What requirements are present?
2. Structural analysis
 Components of the service
 Internal and external interfaces
 Function points
3. Control point analysis
 Weaknesses and threats
4. Modeling
 Service model
 Monitor model
 Alarm model
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Perspektives of a Service Analysis
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Service
Level
Agreements
Underpinning
Contracts
Infrastructure
Operational
Level
Agreements
What services
are defined
and agreed?
Functions
Which internal
interfaces?
Which external
interfaces?
Which
components?
What
functions?
Service model
Interfaces

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OAM Modeling of a Service
 „Bottom Up“ Modeling
 Levels focus and ease
modeling effort
 Helps to establish model
patterns
 „Top Down“ Check
 Interfaces are
projections of service
model components onto
the outer shapes of the
cube (SLA/OLA/UC)
 Service blocks can be
identified and build
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Service 3 Service n
Service Blocks
 Interfaces to other services
are categorised as
„Provider“, „Consumer“ or
both
 Multiple services can be
combined to service
aggregates
 A complex business
application is typically a
collection of building blocks,
i.e. application, messaging,
mail, directory, load
balancing, storage etc.
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Service 1 Service 2

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Control Point Identification
 Testing and Monitoring have similar basics
 Requirements = SLA
 Use Cases = transactions
 Stress test = capacity shortage
 …
 OAM = quality management in production
 Lower number of Incidents
 Eliminate root causes
 Raise service quality
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Control Point Categories and Parameters
 Categories
 Capacity
 Usage
 Availability
 Presence
 Function
 State
 Events
 Performance
 Behaviour
 Parameters
 Name
 Owner
 Host
 Cycle
 Logging Mode
 Counter Measures
 Severity
 Tool
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Documentation of Models
 Maybe part of Enterprise
Architecture Management
 Tools are useful
 CMDB
 MS Visio
 IBM Rational System
Architect
 IDS ARIS
 Complex tools provide
support modeling
methodology and constraints
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Dekomposition "Online Shop"
Vertrieb
Onlinevertrieb
Web Shop
Applikations
Server
Datenbank
Server
Web Server
Java
Umgebung
Java
Anwendung
Servlet MySQLD httpD
Web
Cluster_1
Host_1 Host_2
NICRAM
CPU HD
NICRAM
CPU HD
Appl_Serv
1
SAN
NICRAM
CPU 1
DB_Serv1
NICRAM
CPU
DBServer
APPL
Server
CPU 2

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santix OAM References
 Julius Blum (Manufacturing)
 ITSM, Event and Monitoring for 300 servers and applications
 Liechtensteinische Landesbank (Finance)
 BSM solution for Avaloq (250 servers, applications)
 Bank Julius Bär (Finance)
 Monitoring, Event and Impact Management for 1400 servers,
DMZ, applications
 Markant (Retail)
 Monitoring, Event and Network Management 200 Servers
 Pilz (Manufacturing)
 Monitoring, Event Management für 20 servers
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Why OAM and santix?
 OAM is a comprehensive model for establishing Business Service Management
 Saves time and money, improves quality of service
 OAM is not bound to a specific technology or vendor
 Freedom of choice, proctection of investment
 OAM is conformant with ITIL
 Compliance
 santix has a great deal if inter-disciplinary competence in tools and processes
(IT Management, IT Governance, Software Engineering)
 Efficiency
 Many references for successful implementation in various industries
 Safety
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